By using just one of the
following techniques on
a daily basis,
you are bound to see an increase in satisfied customers.
Ten
Customer Service
Techniques
-
Be a DOUBLE
CHECKER. Learn to
use those words.
Everyone loves it
when you double
check something for
them. Even if you're
pretty sure the item
is out of stock or
the appointment is
filled . . . or
there's no room
available . . . it
sounds so good to
hear, "let me double
check that for you."
-
PRETEND IT'S
YOU. If you're
working with a
customer, either on
the phone or in
person, and they
need something --
pretend it's you.
What would you want
to have happen? What
would make you
happy? What would
make you satisfied?
Here's a great place
to remember the
golden rule: Do unto
others as you would
have them do unto
you.
-
GET INVOLVED.
Let your customer
know you're on their
team. If you're
ringing up a
purchase for
someone, mention how
nice their choice
is. If you're
helping someone with
a trip of some sort
. . . get excited
with them. When
customers feel as
though you're part
of the package . . .
they love it.
-
STAY FOCUSED.
Eye contact is
critical in
delivering excellent
customer service.
Heads that turn on a
spindle and look
everywhere but at
the customer, get
very few good marks
in customer service.
Eye contact shows
you are listening.
If you're on the
phone, eye contact
is definitely
difficult. We can,
however, learn to
stay focused on the
phone. Don't type
unless it pertains
to what you are
doing. Don't read
something while
you're on the phone
with a customer . .
. STAY FOCUSED on
the caller. We need
to stay focused
without eye contact.
-
DO SOMETHING
EXTRA. There's
usually always
something you can do
for the customer
that's extra. In
most of the cases it
won't even cost very
much. Example . . .
keeping a stock of
penny lollipops for
kids when they come
into your store with
the moms. Or a
balloon. Or coloring
books. Spend a few
dollars if you have
the budget for those
"giveaways." Nail
clippers . . . key
chains . . .
customers LOVE that
something extra;
oddly enough, even
if they can't use
it. The thought of
getting something
FREE is very special
to the customer.
-
SHOW YOUR TEETH.
(In Telephone
DoctorŽ language . .
. that means to
smile.) There are
many people who
think they're
smiling, but aren't.
So Telephone
Doctor's motto is:
SHOW YOUR TEETH.
Smiling is one of
the best customer
service techniques
there is. It's so
frustrating to walk
into a store, or
call some place, and
not see or hear a
smile. (And, yes,
you can hear a
smile!)
-
ASK QUESTIONS. A
super way to offer
superior customer
service is to ASK
QUESTIONS. Build on
what the customer is
talking about.
Listen for one or
two words that you
can ask something
about. Even a
simple, "Tell me
more," will work.
Once the customer is
talking, you will be
able to help them
much better.
-
USE COMPLETE
SENTENCES. One-word
answers are semi
useless in customer
service. And
one-word answers are
definitely perceived
as RUDE. "Yes,"
"no," and the like,
tell the customer
"I'm not really
interested in you or
what you need."
-
CARE. Most
people have what
Telephone DoctorŽ
calls the CARE GENE.
Some of us use it
more than others. We
just forget we have
it. Learn to CARE
what your customer's
needs are. CARE what
they are referring
to. CARE about your
customers . . . and
they will take CARE
of you.
-
LAUGHTER.
Laughter will
lighten the load.
Everyone likes to
laugh. Take the time
to laugh and enjoy
your customers.
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