Every day, customer service representatives face situations when what they say makes or breaks a service interaction. Making a Good First Impression is imperative in all customer service interaction. First impressions are key to developing trust and confidence with the customer. As the old saying goes, “You will never get a second chance to make a first impression.” This is why the first impression is extremely important and can set the tone for all future interactions. The reality is customers prefer doing business with people they like and trust.
Here are ten key steps that must be followed to deliver that exceptional customer service experience.
The 10 Commandments of GREAT customer service…
Thoughtfulness in meeting a customer’s needs
- Personal responsibility for the customer
- Quick problem solving for the customer
- Offering immediate assistance
- Using the customer’s name in conversation
- Pleasant tone of voice
- Polite and courteous manners
- Presentation attire/neatness
- A genuine smile
- Say what you mean, do what you say
The ‘TOP 10’ ways to kill your customer relationship
- “No.” we don’t or can’t
- “I don’t know.”
- “That’s not my job!
- “You are right- that is bad”
- “Calm down, we can fix it”
- “I’m busy right now”
- “Call you back”
- “That’s not my fault”
- “You’ll need to take that up with my supervisor”
- “You want it by when?”
Never Forget the 5- R’s of GREAT Customer Service…
1) We are Responsive! Don’t make excuses, instead adopt the motto: “It’s my job.” Exceed expectations.
2) We are Reliable! Be honest. Make sure “everybody knows what everybody needs to know.”
3) We show Respect! Respect, concern, courtesy, and responsiveness in meeting the needs of your customers are the key to all interactions.
4) We build Relationships! Make customers feel important and use the “golden rule” of treating others as you would want to be treated. Allow the customer to feel heard.
5) We Recognize the need to exceed the clients expectations!
Great customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Always Remember…Smiling will only get you so far!
Looking for a good book on the subject, suggested reading;
- The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It Paperback – by Michael E. Gerber