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How Good Are You at Customer Service?
Nancy Friedman, the Telephone Doctor®
been training corporations on Customer Service for over 17 years. During
that time I've found out what the customer likes best. Here are our
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, 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 their moms. Or a balloon. Or coloring books. Spend
a few dollars if you have the budget for those "give aways." 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