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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Quick Customer Service Technique Tips

Posted on March 21, 2011 in Business Advice Please leave a comment

Here are some quick hits for anyone in customer service…

  • To be great a customer service, you have to WANT to be great at customer service. Few people in history have been great without trying, practicing, improving, without WANTING to be great.
  • Did Michael Jordan just want to shoot hoops, or did he want to be great?
  • Did Dale Earnhardt just want to drive, or did he want to win races?
  • Did Abe Lincoln just want to manage, or did he want to lead this country to be better than it was?
  • Did Walt Disney just want to draw, or did he want to entertain in bigger, better, more personalized ways?

So to be great at customer service, make sure you’ve at least mastered these basics as a starting point:

  • Always answer the phone stating your department/organization, your name, and asking a question to start the conversation. A professional greeting should take less than 2 seconds.
  • When a customer is complaining, let them vent, empathize, and apologize or at least say “I’m sorry that happened to you…”
  • When closing a typical conversation, thank them for their business, their question, their inquiry, sharing their concern. Be memorable – in a positive way.
  • Be aware of your tone of voice on the phone – 86% of people judge you on the phone by your voice, not what you say.
  • Be aware of your body language and gestures when you’re face-to-face – 55% of people judge your body language, not your tone or what you say when you’re face-to-face.
  • Read the other person; are they anxious, angry, impatient, happy, upset? Tailor your interaction to address their emotion.
  • View your co-workers as customers. Even if you don’t interact with the consumer, the information or service you provide to your co-worker, the timeliness and attitude with which you provide the information or service – they impact your co-worker’s ability to serve that consumer.

These are a few quick tips to start your week.

Have a great one!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/