Customer service etiquette principles should be integrated into every facet of your organization because providing superior customer
service is the most effective way to differentiate your business from the competition. Many employees will walk onto a job with little or no knowledge of how to interact or communicate with customers and without any appreciation of the importance of delivering exceptional customer service. Employers have a responsibility to set and effectively communicate the ground rules for how an employee should operate within their company. Often an employee is issued a manual or orientation without any formal training on the company's unique culture or way of conducting business. With this lack of understanding, you have employees in effect defining the company's policies based on their social norms, which leads to the loss of productivity, morale, and profitability. Empower your employees by teaching them the six principles of customer service etiquette. Properly train and educate your employees on how to interact and communicate with customers to deliver superior customer service, cultivate long-term relationships with clients, build customer loyalty, and differentiate your business from the competition. 6 Principles of Customer Service Etiquette:
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Smile and demonstrate good manners. Teach employees to smile, leading by example. Establish a culture of high quality customer service and commit to deliver superior service whether over the phone or face-to-face. Make customers feel comfortable, valued, and appreciated. Treat customers with respect, empathy, and efficiency. Listen actively to be responsive and exceed customer expectations. Effectively resolve the customer's problem. Say "Thank you" and "Please" graciously.
Build prosperous relationships by treating customers as you want to be treated.
Measure the Impact of Customer Service
Measuring customer service from a consumer's point of view is vital to improving business performance. Research by the Institute of Customer Service and Ashridge Business School revealed that businesses believe that understanding their organisation from a customer's viewpoint can increase return on investment (ROI). Their investigation found that 81 per cent of organisations thought that it is very likely to achieve positive ROI by gaining an understanding of service "from the customer viewpoint". In addition, 74 per cent of organisations said that producing real businesses ROI can be achieved by taking the time to gather and act on customer feedback as this information is crucial to improving processes. Joanna Causon, the Institute's CEO, said that it is the responsibility of human resources departments to alter the way in which return on investment for customer service is measured and reported She said: "To position return on investment (ROI) in the boardroom, human resource departments must shift customer service away from measuring customer satisfaction and into much more complex areas, such as how customers perceive the value of their relationship with the company." Organisations that want to improve customer service should use systems thinking to change processes within their businesses because it puts the consumer at the heart of each process. "We are still measuring what is easy to measure. Stuff that's hardest to measure will become the stuff of greatest importance. Instead of measuring the attitude of staff, we need to measure the attitude and behaviours of staff 'as perceived' by customers. This is a whole new board game," added Ms Causon.
. They are free of the emotional weight and wounds that previously derailed their lives and their ability to relate well with others. Matter of fact. So once again. coach and trainer. as the first person in the person-to-person encounter. being-to-being. This is conversation isn't for everybody. which equates to an average of GBP 248 in lost business from each UK citizen. "What is this interaction reflecting about my life and where I need to grow"? Being effective communicators starts with being able to give 100% of our attention to the one we're with. no matter if we're the customer or the sales person? What if we STARTED there? What if we took the time to reflect on the interactions we wish would have gone better? What if we consider our reactions as being caused by what we need to learn about ourselves. it all comes down to us. all will inhibit our ability to give our total attention. Click the links to discover more. and that is a game changer. Using systems thinking can help add value to each process but this value must be defined in customer terms because the best businesses think of transactions in terms of how well the customer is able to achieve value from a process. But it is what's at the heart of growing spiritually. It starts with our own awareness and scrutiny. but as a practice of being present.. The more self-aware. Honor and compassion. or needing to take care of bodily functions we've delayed or thoughts we're thinking while they are a speaking. Many companies do not possess the skills to fully understand how to analyse their own business from a customer's point of view and this can result in the creation of processes which do not offer much value. It's not easy. They have the courage to examine their lives. You and me. The most effective interpersonal communicators do their inner work. but what if it were? What if we stopped compartmentalizing our business from our personal life. What often gets in the way of honor and compassion is our emotional baggage from the past. make amends and forgive others as an integral part of daily involvement. self-responsible and emotionally clear we are. is a rare commodity in human interaction these days.
.Systems thinking examines how a customer's opinion of an organisation is created by what happens at each point of transaction and how the customer's demand is met as well as how the organisation responds. Will you be that person in your next person-to person encounter? Susan Kramer-Pope is a communication consultant. it can be downright sickening and extremely humbling when we see our culpability. honor and compassion.. The Institute of Customer Service estimates that poor levels of customer service costs the British economy GBP 50 billion a year.who we are at work and how we are outside of work? What if all encounters were opportunities to ask. the more available and effective we can be with others. Himsworth Consultancy is a leading Management Consultancy firm of senior business and performance improvement consulting professionals that can improve customer service with systems thinking. but reasons to examine what unexamined part of us has contributed to an unpleasant or hurtful interaction. Visit http://listeningarts. emotionally and integrally. Why TOTAL attention? Because we honor each other by doing so.customers from the rest of the people in our life. have we played in this relational play? Consider that feeling insulted or judged aren't reasons to blame. Whether our distractions are physical needs we haven't taken care of.
Person To Person Service Instead of Customer Service
What if we thought of 'customer service' not as a set of practices to implement to obtain & retain business. such as being hungry. We need to be listening TO THEM. person-to-person. Imagine a world where those around us gave us their clear attention. not anything else. consciously or by default. even from the most 'nasty' people we just want to write off? What part. nor comfortable to engage in this level of self-examination.. It starts with one person. recent or distant. even of strangers.net to sign up for your free article: Make Your Life Easier: The 5 Top Communication Solutions for the Custom Builder.
We develop documented systems for small to midsize businesses that improve productivity and organization. Create detailed questions that your clients are able to quickly answer." Michael Leboeuf Customer feedback is the most beneficial information that you can receive.ceosystems.
.html Denise Beins & Kathryn Gaines CEO Systems Corporate Efficiency Organizing CEO Systems specializes in increasing your company's efficiency. Consider sharing the information that you receive with the business consultants that you work with. We also provide on-site training and motivational meetings to increase staff participation in the programs designed for your company. Find more free tips at http://www. Some include:
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Focus groups Personal interviews Telephone surveys Mystery shoppers Customer surveys
Below are a few tips on how to create an effective customer survey and implement the feedback into your daily operations. A great tool to help you with this task is Survey Monkey. Immediately follow up with any clients that have had a negative experience.net/freetips. Survey Monkey is a free online service that allows you to create a customer survey and email it to each of your clients. Create an Effective Survey A survey should consist of questions that are focused on the areas of your business that you would like to improve. This will allow your clients to answer your questions at their leisure and easily return the survey to you. Have a system in place that will allow you to share the results with the individuals in your company that can effectively respond to the feedback that you receive. We offer a variety of services to fit your needs and will propose a customized plan to help you accomplish your goals. Unhappy customers can give your business a bad reputation and undermine your success. Email Your Survey to Your Clients Gather your clients email addresses and email your survey to them. There are several ways to gather customer feedback. such as your marketing/branding consultant or your website designer. This information can help you to improve your services and strengthen your customer loyalty.What Are Your Customers Saying About You?
"A satisfied customer is the best business strategy of all. Each question should be tailored so that the response is easy to decipher. Happy customers tell others about the wonderful experience that they had and bring repeat business. Implement Change Take the time to review each response that you receive.
This way. The following two illustrations. for example. Client satisfaction in company "A" is assessed on the basis of clearly defined criteria: Average length of time it takes to process an order Average length of time it takes to react to a client's request for information or objection/complaint The precision of information supplied to clients Percentage of deliveries which include the wrong parts Sticking to the agreed delivery time Percentage of misdirected deliveries In a second example. the date of the repair and the name of the fitter. demonstrate how an effective system can be established to chart actual client satisfaction:
Surveys carried out by company "A" of its clients and employees showed up clear deficiencies. fixing delivery times to deliveries. the warehouse. Client satisfaction in company "B" is tested with two different instruments: The new sales and delivery survey checks satisfaction with delivery to new customers In the service survey every client is asked the following questions within 20 days of using the service offered by the companies network of repair centres. service. invoicing and credit matters. which. By establishing this centre. cooperation and advice. in turn. In order to ensure that the customer satisfaction department is kept abreast of current trends and developments. Data about product shortcomings is
. which manufacturing techniques are causing an above-average number of problems and which service engineers are not sufficiently qualified. The repaired items are registered according to serial numbers. company management knows exactly which problems are arising in which centres. such as logging the order. If a company only looks at the monetary side of business (sales orders received). This department is directly responsible to the customers for all steps involved in processing their orders. The customer satisfaction department is under the direct control of the executive board and constantly checks customer satisfaction and informs the board of the results. would annoy the clients. company "B" has managed to reduce the average amount of time it takes to handle a client complaint from 27 to 6 days. a customer wanted to know how far advanced their order was. Did you receive the best advice? Were the repairs carried out within the agreed time? Were you satisfied with the service you received from the repair centre? Would you advocate the repair centre to anyone else? Every repair centre documents the parts that were needed for the repair work. they would be passed from pillar to post when they phoned the company. Each employee dealt with certain areas. from advice to logging the orders. If. Company "B" has a customer satisfaction based on three principles: communication. dispatch and invoicing.How Companies Can Measure Customer Satisfaction Measuring your customer's satisfaction is an integral part of staying ahead of your competitors.500 client calls a day on a service extension. The company has a customer assistance centre with 50 highly qualified tele-advisers who answer 1. but no one was in overall charge of all the customer-related matters. the whole of the sales department and the dealers working with the department were put on-line. it may not notice until too late that it has been overtaken by their rivals. The trouble was that no-one in the company was in overall charge of all matters relating to clients. This would often lead to delays in order processing. Company "A" created a new 'client satisfaction' department with its own director. All questionnaires are sent to clients by the customer satisfaction department. taken from sales training case studies.
You guessed it. their web site. If a repair centre who appears on the list does not correct the situation. They could have presented themselves. She informed me that there would be no recycled trash pickup that week after all and service would be resumed at the normal time next cycle. On the other hand. after a 6 minute wait on hold.
Customer Service Requires Effective Communication
Imagine a romantic relationship without communication! How would one accomplish that feat? Impossible. the customer satisfaction department is entitled to terminate contract with that particular repair centre. I asked for the name and email of their general manager. Customers want to know that vendors are paying attention to their needs. I spoke with a representative who informed me that she would instruct their service coordinator to handle the issue later that day or first thing in the morning. Some businesses believe that provided their products are selling well." What customers really want is to know that they are valued.no service pickup. The customer satisfaction department publishes a 'problem workshop list' at regular intervals. it would have been gratifying to have been notified of the change of ownership and be properly introduced to the new company. After 24 hours and no response. I reluctantly left a calm message asking for a return call to discuss the problem. Ask questions. I called the company to inquire about the pickup schedule of recycled trash in our neighborhood. Richard Stone a Director for Spearhead Training Ltd that runs management and sales training programmes aimed at improving business performance. This attitude can be a dangerous one. 24 hours later . no caring at all in her attitude. Reluctantly. are publicly commended and the top repair centres receive the 'President's award'. waited only 3 minutes on hold and spoke with a real person again. Customers want to know that their suppliers are listening to their concerns. yet effective communication. There was no apology. Don't let poor customer service and a lack of response injure your relationships with your customer base.. she said "you need to speak with Steve" and promptly transferred me to his number where I was put into his voice mailbox. then listen closely. their policies and discussed how they conduct business. An opportunity sorely missed. Discover customer needs and wants. Daniel Sitter. no response. you guessed it. training. and my first experience with the new company confirms that little has changed. As a customer. I did so. has garnered extensive experience in sales.. Ensuring your people are trained to deliver high levels of service. The automated operator directed me to press 0 for "customer service. author of both Learning For Profit and Superior Selling Skills Mastery. where finally I was connected to. Without answering me. They also could have been interested enough to welcome feedback and describe how best to communicate with them." As instructed. A large Florida-based sanitation and refuse company recently completed their acquisition of a smaller regional company here in South Carolina. You guessed it. their clients are satisfied.. After a weather-related service interruption. A terrific means to this end is simple.. marketing and personal development over a successful twenty-eight year sales career. What is the point of all this? Customers want their voices heard. Return their calls promptly. gaining them a greater market presence in the southeast. That generalization extends to business relationships between vendors and customers. basic. you say? Relationships of all kinds require effective communication at multiple levels. a recorded message instructing me to leave a message. I called again.immediately passed on to the repair centres concerned and those who have a too high complaint rate are visited and sales training provided by service specialists. I called again. That is a costly sales mistake that few of us can afford. Customers want their vendors to be "easy to do business with.
. This lists the worst 100 repair centre with the highest complaint rate. particularly good repair centres. I found the customer service at the old company was generally lacking. so your clients are satisfied (and measuring this accurately) is just as important as focusing on increasing sales skills with sales training. This time. Let customers know that you are interested in them and that their business is valued. Stay in touch. I patiently waited on hold.
date of the problem and any other pertinent informati on. Pay close attention to everything the customer says.
Difficulty: Moderately Easy
. She deserves your full attention. Work with the customer to find a resolution. help him find the correct department while being friendly. In order to keep customers as happy as possible. the better the representative will be treated. Don't be afraid to ask others for assistance in order to find the correct resolution as quickly as possible. If dealing with a customer face to face. the angrier she will become.
4. the customer has been directed to the wrong department. The longer a cus tomer waits.Customer Service Etiquette
By C. remembering proper etiquette is key to being a good customer service representative.
2. The better you treat the customer. Crossing your arms over your chest or pointing fing ers can appear aggressive and make the customer angry.
1. eHow Contributor
Customer service representatives are often yelled at and degraded. Explain to the customer what you're doing to resolve the issue. representatives must learn proper customer service etiquette. make plans for follow -up action. Write down the exact issue the customer is having along with
the customer name. Continue using a positive. If the issue can't be resolved immediately. For better or worse. but are expected to remain respectable. These tips should help you to not only be a better customer. Crowder. Repeat the problem back to the customer to ensure you've understood correctly. If you need to contact a manager for approval of a resolution. Never blame the customer. ignore co -workers while working with the customer.
Answer the phone or meet the customer with a friendly greeting and ask how you may help him today. Being attentive will help the customer feel better about the service she is receiving. Ensure you fully understand the product or service you're representing. This lets the customer know you're ready and wi lling to assist him with his problem. Customers are more comfortable if you're positive. friendly tone throughout the conversation.
Understand Product or Service
3. do so imme diately. keep your body language relaxed and friendly as well. Read all necessary information about the product or service you're providing customer service for.
keep the break short.
How to Get Better Customer Service
The customer's always right. but also to receive better customer service. Maintain a positive tone no matter what the customer says. the happier the customer will be. The quicker you resolve an issue. Keep your focus on the customer. Even in busy areas.D. If you place a customer on hold or need to walk away momentarily. Right? That's not always the case. Customers become agitated fast if you
know nothing about the product or service. This will hel p you understand customer complaints and give you a strong base for finding a resolution. If for any reason.
. But for those customers who haven't done anything wrong. you'd probably be a lot more empathetic to the person.Instructions
Things You'll Need:
A Good Attitude.
1. Seuss. Let's say you go into a grocery store and you ask where the napkins are. you'll be met with the attitude "I'm the worker. Although there are some people that are just mean on purpose. most people aren't intentionally having bad attitudes.
2. "A person's a person no matter how small. 2
Give people a break. you have to give respect. 1
Even though you may not love your job in retail. We're all in the world together. The nicer you are. I worked in retail for many years. Some customers can be real jerks.
Treat everyone like royalty." If you think that you're allowed to talk down to someone because you think that their job is "beneath" you. More and more cashiers seem to care less. You'd be surprised how much it will be appreciated.
3. I have an article addressing customers and how they can be better customers. and you'll have better customer service related experiences as a result.. has probably been on their feet for several hours and may be dealing with some sort of family drama. If you knew that going into the situation. the nicer they will be. and yo u can go jump in the lake". If you want respect.
How to Give Better Customer Service
It's easy to get caught up in the everyday doings of being in retail or customer service. 3
Turn the tables. do what I say". If you burst into the store with the mindset "I'm the customer. A person's a per son. why should they have to suffer?
2.. How would you want someone to address you if you were the employee and not the customer? Exactly. I know. Here are some easy ways to improve your customer service skills
Difficulty: Moderately Easy
Things you¶ll need:
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a smile common courtesy manners
1. it's no reason to be rude to customers.To quote "Horton Hears a Who" by Dr. think again. Just assume that the person you just asked has probably been asked that same question countless times that day. We're all doing our best to make it. The Desire To Receive Better Customer Service. 1
Be a good customer .
be sure to take care of yourself. eat a well -balanced diet.
4. Smile. And since people tend to give back what is projected to them. try not to act like you are mad about it. make sure you say hello when they approach you. Even if they haven't said much. remember that you are there to serve them. improves not only the customer's experience.When a customer is approaching you. a smile projects a friendly and upbeat attitude to the customer. Don't ignore them.
Difficulty: Moderately Easy
Learn to manage your stress . say thank you when they hand you the payment. 3
Keep a mirror near your desk to remind you to keep a smile on your face . not the other way around. even when you don't feel like it. But smiling. It i s hard to get wrapped up in someone else's irritation with a smile on your face.
5. Make sure you always speak with courtesy and respect . make sure you respond. and say thank you and smile when their transaction is done. and go above and beyond if you can. Your facial expressions affect your emotions.
2. a bad customer service experience certainly can make customers stop coming to your store. and at least say hello. and a customer is still being a jerk. Even when working with the most irritating customers. and they asked where something is located. Since customer service is one of the most stressful professions. Even when working over the phone. 4
When a customer says thank you. 1
Memorize this: how you look is what they hear . Here are six ways smiling can give you better results from every customer interaction. if you aren't busy. answer it. then you are more than welcome to stop your efforts with that customer. but also your experience on the job every day. continue your kind gestures with the next person. how you look affects how you feel. Get adequate sleep. 5
Finally if you try the above.
How to Use Your Smile to Deliver Great Customer Service
By dbburns1. 3
When a customer asks a question. especially when dealing with a demanding or hostile customer. Some people are just rude and will not respond to your kindness.
It is still possible. it is more difficult for a customer to lose control when hearing a friendly tone. to be disingenuous or come across as sarcastic. Sometimes a smile from a stranger can help a person more than we realize. and exercise to help keep you at
. Remember. or hello. eHow Member
If you work in customer service you know that sometimes it can be difficult to keep a smile on your face.
3. take them to it. For instance. But please. even with a smile on your face.
"Do what you do so well that they will want to see it again and bring their friends. We¶ll I¶ve had one or two irritable customers so I¶ve written this article with something different in mind:
. so what can we do to help?
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Think Before You Speak. If your customer has a problem that you can't fix. even if you're having a bad day. For short-term stress management. Keep your tone friendly. Follow Up. Be Polite. When they feel good about their transactions. Remember to rema in professional at all times. not the business owners!)
You hear so many people talking about how business owners should treat their customers. Exceed customer expectations. 5
Just as the mirror serves as a reminder to smile . These days. Under -promise and over-deliver whenever possible. Be Creative. Now is not the time to take anything personally. Every customer contact . learn to take stock of what you are grateful for . Search for solutions the customer may not have considered." If only life were as simple as a fairy-tale. Whether customers leave with a good or bad image of your company is often attributable directly to you. Once you have solved a problem. a family. 6
Remember that you are the face (and voice) of your company. take a deep breath now and again to help you maintain your composure. Even in the midst of the most difficult situations. make sure you follow up to ensure the customer is not just satisfied but pleased with the results. So smile to help them feel good.
Think the Golden Rule when it comes to customer care: Treat others only in the way you want to be treated. that ³the customer is always right´. good health.your best. Begin and end every encounter on a positive note. pet. but keeping the customer coming back for more is the key to measuring success. promotions galore are getting customers in the door. keep a photo nearby of your family.whether positive or negative . It is hard to stay angry when looking at something that brings you pleasure. First Impressions Create Lasting Impressions.
Customer Service Etiquette: How to Keep Your Customers Happy
Who doesn't feel welcome at Disneyland? Walt Disney got it right when he said.
Customer service etiquette (for the customers. Share the game plan with your customers and make sure you do everything you say. they'll be back to do business again. so remain professional at all times.a job.is remembered long after the purchase is made. This could make the difference keeping an unhappy customer from moving on to the competition. Be Honest. Follow through on all that you promise to deliver. etc.
A good salesperson can sell anything. It takes a lot less energy to be kind. Be Thorough. or anything else that brings a smile to your face . but are they repeat customers? Making a customer happy is not always easy.
6. tell them up front.
7. It takes unwavering commitment to run a business. I ve seen customers so busy complaining that they fail to make a clear request until after a refund was given (by that time it was too late to do anything else). This approach won t ever get you very far with businesses. Rest assured. but don t ever make demands! If you make a clear & polite request. We don t subsribe to this fake. without even leaving your name. including foreign business transactions. Some people have an aversion to telephone conversations and must do everything via text messages and email but know that it s up to the business to decide the accepted communication methods. 3.e. there is more to running a business that administration work. Let me re-assure you: if you re important enough to receive extra special treatment . try using the old-fashioned telephone! At least with my business. which you hastily accepted . 9. You ll only succeed in offending them. the humble telephone call is still the fastest way to arrange pro bike hire. The fairest business transactions try to achieve a mutual level of satisfaction between both the buyer and seller. the answer came back clearly enough: because you didn t ask. and far from giving a tip they then use this poor service excuse to haggle over the asking price instead! This encourages servile. But they re also much less likely to resolve any real issues. I. yes. If you find the service isn t up to scratch. if the staff. via an appropriaterequest. Respect is also a two way street. don t expect an in-depth response. but nobodies are treated the same way as everybody else.e. Know your place. 5. therefore you should always treat the business staff with respect. wait 24 hours. yes of course the business is likely to give you a full refund. Don t expect that emails can or will be answered within 5 minutes. the aim is not to screw the seller for all he s worth. If you write an email message without any greeting. 2. nobodies shouldn t have an automatic right to special privileges. Some people are NEVER happy. That s right. Sending more than one follow-up email will only clog their inbox and irritate the staff member(s). But the worst clients of all take advantage of this arrangement by testing the business .the business will already realise your highly-important status . etc. Don t be insatiable. human interactions don t work that way. Never resort to personal attacks or insults. it is likely to be fulfilled. Most clients tend to judge the capabilities of a business then use this as a rationale for tipping at the time the bill is presented. Realise that with any small business. This type of scenario co have been avoided by uld adequate communication on behalf of the customer and his preferences. That s exactly the way it should be. the amount of coins present. 4. you complained so much we assumed you wanted a refund. you shouldn t have to assert yourself .Tips on how to be a polite customer!
1. when they asked why the business didn t try to resolve the problem sooner. 8. Demands are not. Good communication is paramount in any transaction. Regular customers. when they don t receive it they complain.I ve noticed that some countries in particular cannot grasp that other cultures differ to their own. 10. although they are gratefully accepted. not the customer. Communication is a two way street. Staffs just don t enjoy serving grumpy customers. contrived behaviour. If you do need an immediate response. If you don t receive a response. how rich the customer feels. Some clients believe they are more important than everyone else and hence have naturally come to expect an unreasonable level of customer-service. You can obviously expect a different kind service if you are in a different culture. don t offend the staff by telling them how you think they should perform their job. For example. Don t assume that overseas business is conducted in the same way as you are accusomed to. 6. I ve witnessed customers who were treated politely by staff members & received a full 100% refund and yet were still dissatisfied with the customer service. they re generally rude & hyper-critical from the very beginning but also expect a premium level of service from the outset. Business owners dedicate their lives to something they believe in. I.
. The magnitude of the tip depends on the overall experience. Tips are not compusory. if you whinge & complain too much. Don t be afraid to make requests. manage to pass this test and receive a tip. or what I call the servant(s). they re cursing you the moment you re out of earshot. the quality of the service. sycophant-like responses from all customer-relations positions.
using the customer¶s name as much as possible. customer service starts when they walk in the door. especially smaller ones.
Customer service is so important in a company. Ordering products. world shattering product. the first time a potential customer contacts you on the phone or by e-mail. simply state firmly "I'm sorry ma'am. which after all they are.
Answer e-mails from customers promptly. Genuinely try to help.
Customer Service In Person
If you have a store that your customers can come to. That is not to say that you should take abus e. "boy those people are rude. stay calm. because that is basically how you make repeat sales. and be courteous. and say hello. your company's name. Never make the customer feel stupid. as in Mr. simply because of how nice and knowledgeable the sales people were?
Customer Service On The Phone and O nline
Customer service goes into action. acknowledge the new customer with a "good morning". Use the customer¶s last name and title. but if you don't have wonderful customer service people won't keep coming back
When was the last time you heard someone say. just to name a few.
. and try to empathize with them. etc. You can have a one of the kind. If a call with a customer is getting out of hand. If they start to yell and cuss. or if they start to make threats. Answer the customers call with a cheery (not cheesy) "Good morning. and find out why they feel that way. paying the bills. keeping up with his competitors.. but I'll be sure to come back for their (fill in the blank with your product name)?" Now. and makes them feel important. balancing work and home life. when was the last time you told someone about a company. or belittle them for not knowing something. Remember to thank the customer for getting in touch. Follow the same guidelines for an -email message.. Smith unless they have only written their first name. you will have to calm down before we can finish this discussion. do not get angry or call them names. about the company or product. and offer to research and find them an answer. their kind words. when running his business. if you don't know the answer to a question. tell the customer. But there is one thing that the owner of any size business cannot afford to forget-great customer service. or at least a warm smile. how may I help you?" This puts customers at ease. Make sure to smile.
by Helen Heard
There are many things a small business owner needs to consider. awesome." If the threats continue. approach customers as they walk in to shake hands. but that is not acceptable. try to calm them down and diffuse the situation.Business etiquette: Ways to practice friendly customer service 1.
On The Phone
Be courteous throughout the call. If you are waiting on another customer as someone one enters. Do not open attachments that customers send. as you would for a phone message. this is Frank. hang up and call the authorities. If a customer is agitated. and do not send them the cutesy e-mails you send out to your friends.
Take care of it now and make sure you take care of it right. He would then apologize for the behavior of the associate. But once it's there. I was irritated with the slow service at a local restaurant. Why would you risk losing customers because of poor customer service? Some individuals should not be in customer service period. customers will keep coming back over and over again. and $50 worth of gift cards. "I can't give you a free patio set. If you do not have a particular product or service customers need. and then he would tell them. Level. lose the product. A customer
. apologize that the customer was unhappy and had gotten a defective product. my problem. and Deliver. If you put yourself in the place of your customer. he didn't offer them some other solution. Good customer service isn't really tricky. the customer is not ³always right. it cost an apology from him." A great customer experience is not a given at all small businesses. if they appear to need assistance walk up to them. Level After learning what the customer REALLY expects (most often less than you are willing to actually give to keep this customer).
Contrary to popular belief." He didn't try and make excuses for any of the customer's problems. most of the time. DO IT NOW. the district manager. Don't promise something that you can't make go one immediately! There is too much chance that you can forget. and follow the Golden Rule ³Do unto others as you would want them to do unto you. We have all been in situations where poor customer service or harsh sales tactics have led us to do business with someone else. All I really was looking for initially was an apology for the service and maybe a dollar or two off the bill. and his employees. the reason that I was angry was the fact that the assistant manager tried to make his staffing problems. but what I CAN do is give you a replacement chair.
Friendly customer service is really a redundant phrase. True customer service is always friendly. It is impossible to help a customer if you don't take a moment. the words out of their mouth don't actually tell you what it is that upset them. A good manager or business owner should recognize this when conducting interviews and hire only those who would be well suited for a role working with people. that shouldn¶t stop you from treating them that way. To deliver such service one should Listen and Learn. and ask if you can help. or have something else goes wrong and that will infuriate your customer even more. After his response.´ However. refer them to someone who does (remember that scene in Miracle on 34th Street. but when I complained to management. I had a boss at a national retailer that would listen to a customer demand a free $700 patio set because they were unhappy with one chair and someone had made them angrier by not listening to them.Make yourself available to customers. he didn't tell them he would "see what he could do". where Macy's employees sent people to Gimbles?). the right solution will present itself to you. now is the time to be honest and fix the problem. Above all treat people fairly. and actually listen to what they are saying. This was because the original assistant manager didn't Listen to me and Learn what he could do to solve the problem. Many times. step back. It must be created by the owner. Listen and Learn This is a very important starting point in the deliverance of quality customer service. Deliver Once you've told your customer how you can fix their issue. One who follows this format will provide excellent (and friendly) customer service. For example. He let them know he heard what they said and he told them how he could fix it . This means more sales for you and a more positive experience for the customer.point blank. his boss.
Your job is not just selling a product or service. Fix the problem. bright. Constantly improve your own customer service skills and the skills of those you work with and it will be a valuable asset to your organization. it's to provide a welcoming environment that encourages the customer to return. Customers understand that
. and what are the first words out of their mouth? ³I was just about to call you. Follow Up ± If you say you are going to follow up with a customer. Poor customer service is an unfortunate way to go out«it is too easy to fix the problem. It is no longer enough just to meet the customer's needs. but extra scones are 75 cents. Shy customer service associates are hard to work with and the interaction can be filled with awkward silences. but you should do your part in learning as quickly as possible. There is nothing worse than dealing with an unhappy customer service or sales associates. Right your Wrongs: When you make a mistake. 3. "I'm sorry. Taking your customer's for granted will eventually clear a path for those same customers to walk over to the business next door. Everyone loves to get that little something extra. These types of people would be better off working in a role with a little less customer contact. It could be as simple as a company pen or validating a parking ticket. Every person within an organization needs to deal with some type of customer. but how true is it? Treat others how you want to be treated. which is after all. offer to get someone who can rectify the situation. followed by a roll of her eyes. be willing to admit it. Sometimes you have to be willing to give a little to obtain your ultimate goal. especially in a professional business setting. Always offer your assistance in any way possible." "But the other person always gives me an extra scone for free because I come here so often. whether internal or external. by all means DO IT. Speak Up ± The customer experience is usually much more pleasant when the associate is talkative and friendly. Give them what they want: What they want is to feel special. Be Happy ± Seriously. sir. you're one step closer to achieving your goal. the customer's satisfaction. The counter person replies. then maybe he would find another coffee house that can meet his needs. Greet them with a smile: Customer's want to feel welcome. For example. these are not always the people who we get to deal with. especially if you intend to keep them. Be courteous and interested in the customer's needs.service employee needs to be personable. By using kind words and friendly expressions." she remarks. 5. you have to exceed their expectations if you want to succeed. retail or wholesale everyone needs to work with people in someone fashion. but those are the rules.´ Come on. Customer service is an important part of any business. or if the situation is beyond your control. Some people come to work in a bad mood far too often. Imagine if you were purchasing the same products or services you are trying to sell or offer customer support for. a regular customer at a coffee shop asks the new counter person for an extra scone to go with their beverage. 4. I understand the need for training and the learning curve. please. "I'm sorry. Unfortunately. would you buy or do business with yourself? 2. and confident. please follow up with your customers. I think back to experiences I have had when an associate told me they would follow up with me. customer satisfaction should be high on your priority list. Don't try to cover it up or make excuses. Here are some tips for practicing friendly customer service: 1. friendly. Know Your Stuff ± If you are going to work in a customer service role you should know as much as you possibly can about the products or services you work with. do you really expect me to believe that? Please. Your day could be easily ruined by having to deal with the perpetually ornery person." the customer argues. I usually ended up calling them. The customer requests the manager and complains that if his business wasn't worth an occasional scone. ³The Golden Rule´ ± This may seem a little cliché. Merely fulfilling a requirement for a customer is not always enough to keep them coming back.
Regardless of whether you are a Teller in a bank or run the register at a fast food restaurant. Customer service can make or break a business.
As mentioned earlier. I LOVE online chats with customer service and tech support. Remember Their Name: People love to hear their name. taking a deep breath and eating. Quality customer service is achieved when the company truly remembers what it's like to be a customer. We need to be the logical ones. at least don't let customers know customer service for your company has been outsourced. five days per week and listened to people calling with their problems with their cable and company that I represented. the if the customer is that upset. they love to hear it. It's important to address the customer with the proper titles that are courteous and respectful. I sat for eight hours per day. quality service that is cohesive with the principles of the company. I find myself using a lot of four letter words! An important thing to remember about customer service is that it is about the customer actually getting service." Familiarizing yourself with your regular customers can be especially effective. Nothing goes perfectly 100% of the time. being the bigger person. "How's that sprained ankle feeling today. Mrs. not always easy thing to do is to be honest and up front. Smith. Or. I understand that scripts make sure that every customer is treated equally and that all the company policies are observed however. Providing excellent Customer Service will ensure a successful business. I have had a lot of experience in a lot of different incarnations of your friendly customer service representative and typically. In a world where children are shooting children.
. Is it feeling any better?" This not only shows the client that you are familiar with their ongoing business. "Good morning Mrs. it's easy to feel as if the customer gets to say jump and we providing the service have to ask how high. Before that. sometimes. Customers just need to know you are really listening. Make sure customers are aware of what they do pay for your services and goods. it's important to adhere to company guidelines. Scripts are a moderately necessary evil. fix the problem and offer them a free desert for the inconvenience. Did I tell you to lie? No. I jumped through hoops and put out fires and begged and pleaded and did what it took to keep this customer as a customer. Smith. if it's all as high quality as my experiences have been. I don't care where my rep is sitting. The number one. The most honorable. Professionalism is important to a point. diplomacy. also selling beer and nachos at the local civic arena and also as a waitress at the local greasy spoon. That's really the key. I can go about my business until I hear a beep informing me I have secured a representative. global warming has us all practically boiling and we may just be in the war to end all wars. Genuine empathy is also very important when defining quality customer service. What good customer service personnel can do is tell the customer that they are wrong and make them happy about it. Even when they know you just read it off of a form sitting in front of you. when I recount the stories of the glory. If a custom orders onion rings instead of fries. business owners NEED to have faith in their customer service providers to act human and let the customers know that the business remembers that they are more than numbers and dollar signs. but you are interested in their well-being.
I worked in the customer retention department at a cable company. or sitting on hold. truth be told. They have forgotten they are even speaking with a real human being. I worked as a receptionist. but. In reality. I'm glad to see you this morning. I don't have to deal with a phone tree. What you do when they happen is what will determine if they continue using your services. well you know. And honestly. It's also important to remember that the customer is not always right. they typically are not rational. When something does go wrong. It shows the customer that you value their business and you want them to continue coming back. most important principle of good customer service is to always create proper expectation for the customer. All the average customer wants is quality goods for an appropriate price.mistakes happen. Exceeding your customer's needs will keep them coming back for more action. This works great in an establishment such as a doctor's office.
If there are any problems. Honor your commitments to a customer. people do not like to be kept waiting for too long. do so that day. Finally. here are some good ways to stay customer service friendly: Treat everyone the same. In today's fast paced world.6
Whether you are dealing with your regular and most dedicated customers. Fix a problem for them when you say you are going to. Don't overlook the comments section either. and speed of service. apologize and tell them what you will do to resolve the problem. or those giving checking out your business for the first time. it is important to give everyone the same level of treatment. If you can find the customer who originally made the complaint. Being customer service friendly assures that your business will be more successful in the long run. Pay attention to ratings for aspects such as store cleanliness. how friendly associates were. not being smothered by overbearing employees. It also shows how attentive you are to even the smallest parts of their lives. Greeting someone by their name will make them feel important and make them believe you are honestly trying to connect to them on a personal level. which one do you think is worse? Putting off solving a problem or receiving negative feedback from a customer who is impatient and may come to think unfavorably of your management skills? Greet each and every customer as they walk through the door. A great way to do this is with special prize raffles or coupons for customers who sign up for an e-mail mailing list. If you run a restaurant. take any customer surveys or comment cards seriously. People will be more willing to return and spread good publicity for you. After all. Say "Good morning" or "Good afternoon" to them and try to learn the names of repeat customers. small talk subject to touch on such as the day's weather or a popular sports team. How often do you want them to be checking on customers? How should they interact with customers when they enter a store and go about their business? What should they do when a customer has a problem that they may or may not be able to solve? All of these are key to keeping customers happy and ensuring that they can enjoy themselves. You will also produce employees who will move on to their next job with knowledge and skills of how they must treat people in both the working world and the real world. Don't always save the best specials for the long time customers. In order to keep a loyal customer base coming back and to spread positive public relations about your business.
. it can affect how they spread the word about your business. don't give so much of your time chatting with a table of long time customers that you forget to check on the table of first timers next to them. go over them with your employees and re-train them on weak areas. Pay attention to everyone's concerns and praise and even try to find a common. If you are going to send them a coupon or a free gift as a resolution to a problem. Make sure all customers have a chance at special discounts in a restaurant or store. You need to make sure you are still friendly to them while keeping new customers coming through the door. If you mess up even with one customer. Train your employees on the practices of good customer service.