Page 68 - Warwickers Customers Count vflip2

Customer Service TIPS 68 11. It's OK Not To Know, It's Not OK Not To Address - Admit when you don’t know something BUT follow through with finding out the answer for them – not passing them on to someone else. Nothing will form a bond with your customer quicker than you revealing that you are human. 12. How Can We Make It Better? - Ask your customer, every single time, if there is anything you can do better or different to make them happier the next time. Sometimes, they give you priceless feedback that changes the way you do business. Often, that question alone fixes issues. Always they appreciate being asked. 13. Half Empty Or Half Full? - When we treat our responsibilities as tasks, we treat our customers as tasks; they end up feeling processed. When we treat our responsibilities CUSTOMER SERVICE as opportunities to create positive experiences, customers feel valued. 14. What's The Next Step? - Before ending a call, make sure that both of you and the customer have a mutual understanding of what has/will be done to resolve their issue. 15. Go The Extra Mile - Customers always recognize the extra effort. They will remember and repeat to others your “above and beyond” attitude. In this time of “automated, cannot reach a customer service person atmosphere” a personal touch goes a long way. 30 TIPS 16. We're All Humans Here - Listen from the customer’s perspective – not from your procedures. “Proceduritis” is one of the top three killers of customer service. 17. Communicate With Strength - Too many customer service representatives take the weak road and lack confidence when discussing issues with customers. If you’re not confident in your product/service, they (the customer) are not going to be confident in talking with you. 18. Relax, Then Relate - If you are relaxed you will put your customer at ease. If you are relaxed you will relate to them in an effective and powerful fashion. Otherwise you will miss the boat and not make the human connection you need to make. Top notch customer service is all about the human connection.