The Telephone Doctor: 21 ways to great customer serviceNancy Friedmantelephone courtesies
OK, OK! Yes, there are certainly more than 21 ways to great
customer service, but rather than overwhelm you, we wanted to start
out with an easier number, and 21 sounded like a good number to me.
Any one of these tips will produce better relations between your
clients and your customer service department. Here we go.
1. Smile! Don't kid yourself. Just as it can be seen in person,
it can be heard on the phone. So, as Nike says, "Just do it!"
2. Say something nice at least once a day to someone. I was at
the Lambert-St. Louis International Airport a while back, and the
skycap came up to me and asked, "Are you going first class, or does
it just look that way?" That was more than 10 years ago, and it
still seems like yesterday. People remember nice things, just as
they remember the not-so-nice things.
3. Don't ever argue with a customer. You'll lose every single
time. Don't even get into the ring with them.
4. If you're sending something to a customer via any method,
consider adding a short personal note. Items received without any
note or mention of a transaction are perceived as cold and rude. A
simple thank you on company notepaper will do the trick. It says
you stopped to do something special.
5. Use "we" statements, when possible, rather than "you." "We"
is consultative, feels friendlier and is far less
confrontational.
6. Do you see someone walking into your
store/branch/location/office? Say "hello" loud and clear. Ignoring
people, even fellow employees, isn't good customer service.
7. Keep the fences in your organization low. We all know that
there needs to be rules, guidelines and policies. However, when
there are so many of them, they can make doing business difficult.
It's not worth it.
8. Be a double-checker. Often, we can miss something or not know
all the details. Most people appreciate hearing, "The last time I
checked, we were out of stock on that; however, let me double-check
for you." That particular statement is so comforting. Everyone
loves a double-checker.
9. We cannot do two things well at once. If you're working with
a customer, on the phone or in person, then focus on that person.
Trying to type, file or do some paperwork, while you're
communicating with a customer, is dangerous and rude.
10. If your attitude stinks, change it. No one - absolutely no
one - wants to be connected with someone with a bad or negative
attitude.
11. Respond rapidly. When you receive information from a client,
it's a good thing to let him know you did receive it. That's good
communication.
12. Extend a firm handshake when being introduced to a customer.
"Firm" is the key word. That loose, fish-like handshake is not a
sign of confidence. "Firm" is key.
13. Thank you notes are still thought of as great. Take the time
to jot several off a day to new or, better yet, older clients.
14. Use your name when you answer the phone. Everyone likes to
know whom they're talking with.
15. Use your listening skills more often. We all like to talk,
mainly to show off how much we know. But listening to what the
customer knows is much better. Let others have the stage.
16. It shouldn't take two people to give good customer service.
Learn how to handle the situation yourself, rather than trying to
get rid of it by shipping it off to a co-worker or supervisor.
17. Show some empathy or sympathy when a customer complains.
Doing or saying nothing when he feels he has a problem will put you
in the doghouse fast.
18. Learn to say, "I am sincerely sorry for what happened," or
something that will allow the customer to feel that you are
apologizing. That quick "sorry 'bout that" statement sounds as
though you're throwing the statement away.
19. Be prepared. If you're in customer service or any frontline
position, expect things to happen. "Be prepared" is not just for
the Boy Scouts; it's for anyone who works with customers. Prepare
for the unexpected.
20. When in doubt, leave it out. Are you writing a letter to a
client or calling him? If you're in doubt that the use of a certain
word is appropriate, leave it out or use something else.
21. This space is reserved for you to put in your own customer
service tip. And if you have one you'd like to share with us, send
it on to
[email protected].
It could end up in one of our new books. You will, of course,
receive full credit.
Thanks for taking time to read and share this article.
Nancy Friedman is president of Telephone Doctor Customer
Service Training in St. Louis. For more information, call (314)
291-1012 or visit www.telephonedoctor.com.
