Page 67 - Warwickers Customers Count vflip2

Customer Service TIPS 67 Here are 30 tips to show how easy it is to identify what to do – it is much harder to do it consistently. Get your employees to come up with at least 100 Tips and share them. 1. It's Really Quite Simple - Customer service is just about the basics, it’s about reacting swiftly to satisfy customer needs and then continuously use that precious feedback to innovate your offerings and process! 2. People First - Serve your customer not your business systems…never let your CUSTOMER SERVICE business systems dictate how you do business! 3. Under Promise & Over Deliver - Never promise more than you can deliver. It’s always better to exceed customer expectations than to disappoint them. 4. Communicate, Communicate, Communicate - Keep your customers apprised of a situation- Communicate with them. Most people are understanding if they realise they are not being ignored and they are treated as if the matter. In these tough economic times, not only price is important, but service is paramount. 5. Put Your BEST People On The Phone - The #1 key to customer service is to understand that customer service is a skilled trade and should not be considered an entry level position. Pay attention to what the customer is saying and don’t 30 TIPS attempt to do something else at the same time. 6. Say It Again - Acknowledge the customer’s issue by relaying it back to them to make sure you understand they’re asking. It validates the customer and ensures that you understand the issue. 7. No Sweeter Word In The English Language - Remember names! 8. Be You, Not a Script - Get off the script—LISTEN and respond to what’s really going on. 9. Use Your Pleasant Tone - Use hopeful and helpful words. If you’re going to do something for your customer, then why not get “extra credit” by using words like, “I’d be happy to…” or “It would be my pleasure to…”- These hopeful and helpful words make the customer happy and make you feel good. 10. Action After words Matters - Follow through to ensure your (internal/external) customer commitments are honoured.