World Class Service Tips
Tips for Delivering “World Class Service”
- Superior service begins with the first few seconds of contact. You get only one shot at a good first impression. So, greet your customers warmly.
- Don’t let customers be invisible. Acknowledge walk up customers immediately—even if only to say, “Thanks for coming. I’ll be able to help you in just a moment.” People will be more willing to wait patiently if you act like you know they are there.
- Develop a habit of looking each customer in the eye during face to face service situations. Maintaining eye contact helps you focus on what the customer is saying, and it shows them that you’re interested in helping them. Use their name throughout the transaction. Make sure they know your name.
- Smile every time you greet customers in person and every time you answer the phone. Remember, you can hear smiles as well as see them. And smiling whenever you pick up the phone will keep you positive and upbeat. Try it…it really works.
- Always identify yourself when answering the phone, so that the customer knows who they are speaking with. Speak audibly, not too rapidly. Speaking rapidly gives the customer the impression that you are too busy to deal with them. It’s also very difficult for customers to understand you.
- Never leave a customer on hold for over a minute without reconnecting with a status report. Ask if they would prefer a callback. If so, get a phone number, get a convenient time and make sure the return call happens. Don’t just transfer a call — make sure the person you’re transferring to is there and can answer the question or solve the problem. Show respect for the customer by respecting his/her time. Do not make them wait for extended periods of time without offering an explanation, an apology, or an alternative to waiting.
- Give the customer you’re serving 100% of your attention. Talk less, listen more. Make it your goal to understand the customer’s needs and expectations before offering a solution. Listen to everything the customer says as if there were a test at the end. And confirm your understanding by paraphrasing: repeating back in your own words, what the customer says.
- Pay attention to body language — the unspoken, unwritten form of communication.
- If you make a mistake when dealing with a customer, admit it, apologize for it, fix it, and move on. Customers really don’t expect you to be perfect. They do, however, expect you to be honest…and make a great recovery. When it comes to making mistakes, do not blame someone else. WE made a mistake, not THEY made a mistake.
- Honor your commitments. Do what you say you’ll do when you say you’ll do it. Under promise and over deliver. Make your promises reasonable and keep them.
- Never tell a customer that you can’t do something unless you immediately follow up with a description of what you can do for them. Don’t know? Find out! If you don’t know the answer to a customer’s question, don’t offer a guess. You might say, “I am not sure, but I’ll be happy to get that information for you.”
- Eliminate the negatives. Make a conscious effort to minimize the use of negative words and phrases in your service interactions. Customers do not appreciate words like: can’t, won’t , don’t, not, no and sorry about that. Look for every opportunity to say: can, will, do, yes, you bet, and absolutely.
- If children are a part of the service situation, pay attention to them and make them feel important.
- Always, always thank the customer for calling or coming in. This must be sincere and heart felt! Customers know if you are just “saying something you are supposed to say.”
- See if you can find a way to MAKE THEIR DAY!