50 Customer Service Articles
The best uniform for great customer service
Have you ever strolled into a business and felt comfortable right away? More than likely you were greeted with a friendly smile by one of the employees that acknowledged you. It's amazing how a simple smile can make you automatically feel welcomed, yet how often we forget to give this powerful little gesture. Companies that stress the importance of a smile when greeting others are ahead of their competition. The reason for this is that whenever you create a friendly environment for the customer, he or she will automatically be drawn to return. The simple smile conveys to others that you are happy to see them and they in turn feel welcomed. This powerful combination is really what customer service is all about. The more that you can make the customer feel comfortable, the more likely he or she will continue to do business with you. So remember to encourage your team to smile!
What is the #1 trait of a great leader?
Every once in a while each of us visit a business and sense that there is something different about the way it is run. The employees generally are happy about what they are doing and the whole atmosphere feels positive. More than likely, its because the manager who oversees the operation has a secret that brings this all about. This “secret” can create a whole new atmosphere and give employees a great place to work. Here’s the secret: The manager LISTENS to his employees. He honestly wants the employees to share ideas and give input in running the business. The best “bosses” always listen to their employees. When this happens, employees begin to take on ownership and enjoy their jobs much more because they now feel that they are being respected and making a positive difference in the operation. On the other hand, when management never ask for advice and refuses to listen to employees, the business suffers because valuable information is then withheld from the manager that could truly enhance better service. Only the truly great listeners become truly great managers.
The 4 phases of a new customer
Customers come back because of the way that the employees make them feel during their visit. If the experience was pleasant, they will leave with a “sense of belonging” and be drawn to return in the future. If the initial feeling was one of unpleasantness, the customer will make the decision to avoid future contact with the business.
-Customers go through 4 phases when they are visiting a business for the first time:
1. ACKNOWLEDGEMENT PHASE: Every customer wants to feel a sense that they have been properly acknowledged when they arrive. This is why the people out in front must permeate a sense of friendliness to each and every customer. It’s important to remember that even though the employer may have seen several customers on a particular day, the customer who has just arrived does not think about this and subconsciously would like to feel that he or she is special and would like to be acknowledged in one form or another.
2. BELONGING PHASE: Once the customer has arrived at the particular business, he or she will decide if there is a sense of belonging within them. The atmosphere provided usually determines this important phase. The initial contacts made by the customer will determine whether or not they formulate a sense of belonging.
3. COURTESY PHASE: If phases 1 and 2 have been successful for the customer, he or she will then measure the courtesy that has been shown to them in the time that they have been at the establishment. If they have felt that they were treated with kindness and respect in the time that they have spent at the business, they will more than likely return as a repeat customer.
4. DECISION PHASE: The decision phase of whether or not to come back is usually determined during the visit or shortly after leaving the business. The determining factor will most likely be affected by the first 3 phases. When the customer has been properly acknowledged, feels a sense of belonging, and has been treated with courtesy, he or she will most likely decide to return.
Why listen to complaints?
I have always thought of the customers who voiced their complaints as being our potentially best customers in the future. Here's why. The vast majority of customers with a legitimate complaint never speak up. They just leave and never return. But those who do bring up a problem in the system can possibly become your best advertisers if you can solve the problem quickly and effectively. Since these so-called complainers have the courage to speak, think of them as future vocal advertisers who will also "speak loudly" about your great service! Remember, it's up to you how well you manage these complaints. Do it right, and you may win a loyal customer for life.
Would you want to be served by you?
Here's a simple question to measure your customer skills: Would you want to be served by you if you were the potential customer? If the answer is yes, then congratulations! But if you answered no, then consider ways to make others happy to be served by you.
Why 99% of customers like enthusiastic companies
There is something attractive about people who are enthusiastic about life. This is especially true when an organization is excited about what they are doing. Others soon take notice when a company truly is enthused about serving others. The excitement of enjoying work and clearly seeing the value in serving makes other people curious and drawn in. This is because all of us are looking for something outside of our own needs. Inside we want to have a purpose that goes beyond our own wants and needs. What we can discover is that capturing a heart of servitude opens a new window of opportunity of really finding what others need. The most enthusiastic people are those who look outside of themselves and genuinely care about others. And when this type of attitude surrounds an organization, others are drawn because they can sense that others really care about them.
Employees who read books during working hours
(and other horror stories)
I am convinced that billions of sales revenue are lost every year simply because an employee is preoccupied and not attentive to the customer. This on-the-clock employee can easily be recognized in the worker who is sitting reading a book or magazine in the presence of potential customers. I am always amazed when visiting the local mall and seeing clerk after clerk preoccupied with a book or cell phone, or just playing a game on the internet as customers roam about. Without realizing it, customers perceive this gesture as a sign of not wanting to be disturbed. So instead of inquiring about a certain product or asking for help, the majority of customers just walk away. If customer service is to prevail, books, magazines, cell phones, and playing internet games should never be allowed during working hours. Having this simple rule will not only do wonders for your customer service, but also you future sales.
Who really are the best customers?
As I have grown in my understanding of customer relationships, I have also come to realize that the smart companies see each employee as their best customer. Why have I come to this conclusion? It's really quite simple: Happy employees make happy customers. When management works toward making their employees work environment enjoyable, the employees respond more positively to customers. The whole atmosphere changes for the better.
Why do customers come back?
I believe that the number one factor in drawing people back as repeat customers is based on how they feel that they were treated. Notice that I said how they feel. In the majority of cases, most companies honestly believe that they do an excellent job at making each customer feel welcomed. But in reality this is not the case. Very rarely do we come across an organization that truly goes the extra step in making sure that the experience during our visit is outstanding. In my own experiences I have found that the vast majority of customer service training for employees is almost non-existent. Far too often I have left an establishment with a mental note to never return again. I believe that many others feel this way simply because they did not feel welcomed and appreciated for taking the time to visit the company. So remember that the key to customers coming back is to treat them with kindness and a friendly welcome.
The Friendly Factor Formula
Giving outstanding customer service can be summed up in creating a team that is always friendly to every potential customer. This is because being friendly always attracts others. Even though this concept may sound elementary, having the friendly factor at your organization needs to be continually reminded during employee training meetings. I believe that the reason friendliness attracts potential customers for life is because everyone wants to be treated with kindness. When we are friendly, others want to come closer. In essence, we become more approachable to others. This in turn makes others want to do business with us. On the other hand, when we show unfriendliness towards others, it subconsciously tells them to stay away. That is why employees who are out in front can either draw or repel new customers to your company. In the end, the organization that understands the power of friendliness will eventually rise above its competition.
How to hire the best candidate
Finding the right person for the company is the key to its ultimate success. But how do you find the best candidate during the interviewing process? Here are three quick tips to watch for:
1. Watch for great smiles. Make sure that they can easily smile. I recently went to a local school to volunteer to interview 8th graders who were being trained in writing resumes and interviewing techniques. After interviewing nine students, I chose the first candidate because of his easy going smile. I felt right away that if he could easily smile in an interview, he could easily smile with customers as well.
2. Do they enjoy serving others? This is really the key. Be sure to get a sense of whether or not the possible candidate has a heart to serve. By asking the right questions and really listening to the responses, you should be able to get a fairly accurate reading into whether or not the candidate enjoys helping others.
3, What you see is what you get. Last but not least, we need to remember that the candidate is at his or her best. Everything from the dress to the preparedness to the attitude should reflect the absolute best in the possible candidate. And remember, what you see is what you get!
The power of respect
Have you ever had a customer experience at a business and could not wait to tell others about it? It happens all the time in the life of a customer. We enter a organization and leave with various impressions of our experience. This is where a company can either shine or be just another run-of-the-mill operation. Smart companies understand that there is ultimately one shot at winning potentially new customers. The reason is that in today's economy customers have too many choices. Gone are the days when everyone only had one choice in where to buy their groceries, get a haircut, or do their shopping for basic necessities. In today's world the only way to rise above the flood of competition is to treat customers with appreciation and respect.
Giving customers more than they expected
Every once in a while everyone of us receives more than we expected. When this occurs we automatically feel that the company that we did business with was fair and trustworthy. Because "they did not have to do it," we somehow feel obligated to them in a good way. In essence, we appreciate what they did for us that we want to tell others about the experience What happened in reality is that we feel that the company really cared about us. Smart companies understand this basic principle. They always try to go the extra mile in making sure that they exceed their customer's expectations. Remember this and you will find new customers knocking on your door in no time.
Being attentive toward others
Sales will always increase when employees are attentive to the customer in a non-pushing manner. This is because the customer feels that they are being treated as an important person. When employees are attentive, they are letting every customer know that they are there for them. This alone has a powerful impact in the decision that the customer has in whether or not to purchase on the spot or in the future. On the other hand, when an organization is slack in being attentive to others, the company will soon find itself with lower sales. I have personally witnessed this many times. People who take on the role of being a customer expect to be treated with attentiveness. That is one of the major attractions of shopping. Customers crave the shopping experience simply because others are attentive to them. This is one of the major reasons people love to shop! So remember this when training your staff. It is a small tip but results in major sales for your company!
The worst sign in the history of sign making
We have all come face-to-face with the dreaded NO REFUND or ALL SALES FINAL sign hanging near the cash register. This has to go down as one of the worst signs that a company can ever hang in their business. Here's the reason why. First of all, customers will more than likely interpret this sign to read like this:
"WE DO NOT CARE ABOUT
YOUR SATISFACTION"
"YOU REALLY CANNOT TRUST US"
"WE'VE GOT YOUR MONEY NOW!"
Because the sign is usually next to the cashier, customers leave with a negative feeling. People will not return when they feel that they cannot trust the company. When they are confronted with this unbecoming sign, they automatically feel uncomfortable about making a purchase with this business. But on the other hand, when the policy offers refunds, customers will feel more secure in making a purchase. This in turn increases sales and brings people back to your establishment.
Never point the finger
One of the worst moves to make when confronted with a customer complaint is to point the finger at another person or department in your company as being at fault. We need to understand that the customer does not care and wants you to fix whatever the issue may be. To blame another person makes the whole organization appear unorganized in the eyes of the customer. To them you are the person who represents the company and it is you that they have addressed to fix the problem. The smart move is to simply apologize and do whatever it takes to mend the problem. Remember that customers are not really interested in whose fault it is. They just want the issue resolved in a quick and professional manner.
Respond to your customers quickly
As a customer, we all want to be served quickly. No one wants to wait for very long. This is especially true when lines begin to form. All you have to do is look at the faces. No one seems to be very happy waiting. Its important that customers see that you are working quickly to take care of them as they are patiently waiting. When customers see that you are going as quickly as possible, it gives them the perception that you truly care. This alone will give them a favorable impression when they are finally served and leaving the store. Inside they know that it is not your fault and appreciate the fact that you did your best to serve them. On the other hand, I have witnessed the opposite effect where the employee did not appear to work quickly as others were patiently waiting. This gave the impression that the customer was not important.
Remember that customers have many options
Gone are the days when the town had only one barber or one donut shop. In the world of today the customer is given many options to choose from. If he does not like this particular store, he can take his pick from five other local stores. If another customer did not have an enjoyable experience at the new restaurant in town, she has nine similar restaurants to choose from. This is why it is absolutely critical to win new customers by giving them the best service possible. Other businesses may be able to match our quality and price off the product we may be selling, but if we can have the best service in town it will be hard to lose customers. As a company it is important for everyone in the organization to remember that customers have many choices. If we can keep this always in the back of our mind we can focus more on giving outstanding service. And remember, customers are doing us a favor by walking through our doors when in fact they could have easily did business elsewhere.
Treat each customer as if they were your first customer of the day
It is important to train those who work with customers to always remember to treat them as if they were the first customers of the day. This is because the customer actually thinks this. They never think that you have already served ninety-two customers so far on this particular day. To them, they really do not take into account that you have had a long day and are ready to go home. The smart companies train their employees to look at every new customer as being their first customer of the day. By mentally doing this, the customer will receive better service and want to do business with your company in the future. And remember never to complain to a customer about how "tough" and busy your day has been since in reality they do not want to hear about it.
Everyone wants the feeling of belonging
One driving force that every human shares alike is the need to belong. This is especially important in the area of making people feel welcomed and comfortable at your company. When a customer is given a warm welcome and felt accepted, he or she will sense that others care. This alone has a powerful effect on how others perceive your business. They will want to tell others about your company because they trust you and feel that people care. If you can remember that everyone wants to feel accepted, you can then focus on developing a more welcoming atmosphere for your customers. This sincere heart of caring for others will make a big difference.
Always give your customers options
The ultimate goal of customer service should be to give every customer a positive experience. This in turn creates loyalty and free advertising as the happy customer tells others about your great company. This is why it is important to give your customers options in order to meet their immediate needs. Case in point. How many times have you been out to a restaurant and asked to substitute fries for cole slaw and told that no substitutes are allowed? This is a simple example but shows how something as mundane as this request, can ultimately turn away a potential repeat customer. Our job in the service industry is to make every customer enjoy themselves and want to come back again and again. Give the customer options and they will not only appreciate you for it but also want to support your business in the future.
Give your employees a vision
What is the best way to develop a great winning team? Simply give them a vision! Everyone on the team needs to see a purpose in what they are trying to accomplish on a day-to-day basis. Think of some of the great visionaries of the past who had a driving purpose. Thomas Edison was relentless in his pursuit of each of his inventions. In the same way, giving each team member a purpose and vision that goes beyond just having a job makes them see things from a different perspective. Let them see their job as helping the community or others to live more comfortably. When a company can get its people to catch a vision of really helping others, they will begin to enjoy their work much more.
Treat every customer as if they were your guest
A great thought for enhancing your customer service experience is to think of every customer who walks through your door as a guest. Think of it this way. How do you treat guests when they come over to your house. It should be the same way when people visit your business. By seeing them in this fashion, you and your staff will begin to treat them a little more special and be more attentive to their needs. In the long run, the customer will sense this and feel more welcomed and appreciated. And by training your staff to see each customer as a special guest will do wonders for your organization!
Going the extra mile will shock most of your customers
On the most part, customers enter a business and expect average service. This is just a fact. They expect the service to be just so-so. This of course is a big advantage for your company if you understand this simple point. Your customers will be pleasantly surprised when you give them just a little extra service. And remember, they are your best advertisers!
What the best managers possess
Customer service is in most cases a reflection of the management of a company. Managers either "have it or they don't have it" when it comes to reflecting great service for the customer. If the management really believes that customer service is the key to a successful business, it will be reflected in continual training and re-training in the various departments. On the other hand, when customer service training is virtually absent, it is usually a sign that the management "doesn't get it." To be a top-star manager, it is important to continually show the importance of providing outstanding customer service by your words and actions. What are you reflecting by the words that you use and the training that you are providing. Because of your influence in how your team will eventually perform in the public's eye, it is paramount that you continually speak highly of taking care of the customer and winning their trust.
The two-step formula for building customer loyalty
In order to build customer loyalty there are two important steps that must be continually maintained in your organization:
#1 WELCOMING
Every successful business continually creates a welcoming atmosphere. This is accomplished by hiring the right employees who understand the power of kindness and friendliness. When the customer visits you, they can sense right away that your organization is friendly and happy to see them. In far to many cases, customers do not sense this and will decide to not come back.
#2 RESPECT
The second ingredient that a company must possess in order to build loyalty is to provide the customer is genuine respect. This is just old-fashioned common sense. This can be accomplished by simply giving your attention and showing a sincere interest in each customer.
When these two ingredients are continually present, you will find people being more attracted to your organization and eventually telling others about the great service that you provide!
The worst customer service mistake
Without question, I have found the worst mistake that organizations can make in regards to providing customer service is to put an untrained employee on the floor. All of us have encountered this. We come to a business and are being served by someone who does not show a friendly greeting or show the common courtesy that goes along with the position. The untrained employee is simply going through the motions without direction. This is not good for business because customers will recognize real fast that this employee is giving poor service. More that likely the customer will decide to take his or her business elsewhere simply because of the poor service provided. Is the untrained employee at fault or is it management at fault? I think we know the answer.
The golden rule that every great manager follows
Great managers all have a similar trait that separates them from the pack. It's called the golden rule of management:
"Treat every employee the way you want every employee to treat the customer."
This simple rule will go a long way in building a great team and happy employees!
How is your telephone voice?
The very first impression that every caller will make of your company is the tone of voice that is used on the telephone. The words used are not nearly as important as the tone that is heard by the caller. In many instances, the caller senses that the company employee who is answering the questions is impatient or "too busy" to really give him or her the adequate time to give a satisfactory answer. On the other hand, when the employee offers a friendly tone and portrays a patient tone of voice to the caller, the caller makes a positive judgment of the organization. Remember that showing patience and a friendly tone of voice will draw customers in and give them a great first impression of your overall operation!
Do you know the value of a customer?
Every company in existence needs to understand that every customer is of value. I have found this thought to be true whether the customer does business with a company or decides not to do business. It is important to realize that every customer needs to be treated with consideration and respect at all times. Why do I say this? Simply because the great customer service companies of the world tend to treat everyone with great respect. They do this because they have come to realize that every customer is first and foremost a human being who deserves to be treated with dignity. This belief alone is so foundational in creating a great customer service base for every organization. Remember this and you will draw others in simply because you truly see the value of every customer!
Recovery from a customer mishap
The time to really shine and show your true customer service genius is when you have made a major flop with a customer. Instead of looking at the mishap as a failure, look at it as a challenge to show your brilliance! Here's what I mean. Let's say that you did XYZ and really have blown a customer service moment. Now it's time to turn it around and humbly admit your mistake and make things right. With "all eyes on you" comes the opportunity to shine and produce excellent service. Remember that customers understand that EVERYONE blows it from time to time. But what they now want to see is that you are willing to quickly patch up the holes and make things right. When this sort of attitude permeates in these situations, 99% of customers will honestly appreciate your effort in making things right. And once you do turn around the admitted mistake, the customer will soon forget about it and think much more highly of you and your organization. Remember, failures and common mistakes are simply little challenges to show others what you are truly made of!
Under promise and over deliver
A good rule of thumb is to remember to under promise and over deliver. That is why companies will tell you that the the package will be delivered in 4-6 weeks. When you receive it in 2 weeks you are pleasantly surprised with the great service! But if the company promised that the package would arrive in 2 weeks and you did not receive it until the 5th week you would be disappointed in the slow service. Disney World tends to have the waiting line clocks portray a waiting time that is usually slower than the actual wait time for a particular ride. Let's say that you and your children are waiting for a ride and the clock time says that the wait is 25 minutes before boarding the Disney ride. When you finally reach the boarding zone you pleasantly see that the wait time was only 18 minutes. What Disney actually did was under promise and over deliver! You walk away from the ride with a good feeling that Disney is great and knows how to take care of it's customers!
The end goal of every customer service campaign
When everything is said and done, the goal of every customer service campaign is to excel in your area of expertise. In other words, customer service is simply an extension of being able to be your best on the job. It is showing others that you are striving to create the best possible environment for each customer and are continually wanting to give the best for your clients. By doing our best to serve others, we become better.
Getting and returning phone messages quickly
How many times have you left a telephone message and did not receive a call back? It happens all the time. For some unexplainable reason return telephone calls are a rarity in the business world. In order to stay ahead of the game, it is important to promptly return messages that a potential customer has left. The reason is simple.
First of all when you promptly return a message you are telling the person that they are important enough to call back. On the other hand, when a phone message is not returned it gives the impression that your company does not care for others. We must remember that they took the time to call and leave a message. It is only common courtesy that we honor this by returning their message.
The second reason to return a message is that it reflects great customer service. The person who left the message will remember your prompt call back and think highly of your quick response. It lets them know that your company is on the ball and can be dependable in the future. This quick response will always reflect positively for your company.
The coffee story
Recently I had an enjoyable experience with what I would call a customer service superstar. Our family received a package in the mail that contained specialty coffee from a company out of Florida. Neither my wife nor I had purchased the product but had noticed that our credit card statement reflected the purchase. So I called the coffee company and explained that we did not order the sent coffee. I explained that someone used our credit card number and ordered this coffee. The customer service representative on the line understood completely and simply told me that we would be credited a refund on our next credit card statement and to keep the coffee. She was very prompt and friendly. I could not believe how quickly she had solved the problem. She did not have to go through four supervisors and keep me on hold for fifteen minutes. This simply amazed me. I thanked her and hung up feeling that I had just had the rare pleasure of dealing with a customer service superstar.
Every customer purchase should always close with a "thank you"
I once heard a story about a young man who was fired simply because he forgot to say thank you to each customer who purchased an ice cream cone. The owner had one policy when customers were handed their ice cream cone: say thank you. But should it only happen in ice cream shops? These two simply words will go a long way in helping to produce outstanding customer service. We can think of this kind gesture as being the closing of any customer service contact. The closing thank you will always leave every customer with a positive reflection of the service that was provided. When the customer hears a thank you, they immediately feel appreciated. This simple closing gesture also tells them that you think highly that they have done business with your company. On the other hand, when a customer walks away without a thank you, they have a feeling of not being appreciated for stopping in. This alone can have an impact on whether or not they would want to do business with your company in the future. So remember the two most powerful words the next time that you are serving a customer. They will appreciate this simple thank you!
The two types of customers
In every business there are really only two types of customers who will walk through your doors. The first type are purchasers. They actually do business with your company and are customers. They may also continue to do business with you in the future. The second type of customer has not made a purchase with your company but may consider it in the future. Both types of customers are important. The reason for this is that every person who makes contact with your company must be treated with respect and consideration. It should not matter if a purchase had been made or not. The important point to remember is that we need to treat everyone as a valuable customer who deserves to be treated well. Since we can never tell who may be a future loyal customer, it is important to give great service to everyone. This mindset will go a long way in enhancing better service to everyone who makes contact with your organization.
The importance of an apology
Every customer service person will eventually make a mistake with a customer. It is just a fact of life. We may blow an order or forget something that needed to be done for a customer. So how do we handle it when we drop the ball? First and foremost we need to apologize for the mistake. This alone will do wonders to calm the situation and let the customer know that you are sincerely sorry for the mistake. The words "I am sorry" shows the customer that you respect them and are admitting a mistake on your part. 99% of customers will accept this kind gesture and quickly show forgiveness. Now it is your turn to make up this mistake by giving them outstanding service. This also gives you a great opportunity to shine and go over the top with service. Not only will the customer appreciate your effort, but may tell others about the mistake and how wonderfully you handled it. And who knows if maybe they will become customers for life simply because you apologized!
Never try to win an argument
To argue with a customer is the same as telling them to never come back again. This also gives them a reason to advertise negatively about your company. To argue is always a no-win situation. As customer service people, we will come up against potentially difficult customers who may just be having a bad day. We need to realize that they are not essentially angry with us but may more than likely be angry with something else. This is important to understand when serving an angry customer. We must not take it personally. If anything, our goal should be to show patience and understanding in this difficult situation. It also helps to realize that we may have been a difficult customer in the past and think of how patience others were with us. By showing patience and understanding, we are displaying empathy and giving them what they may need at the moment. And in the end, they will walk away and appreciate your kindness shown to them when they were not acting on their best behavior. It is a gift that they did not expect.
Strive for the WOW effect
Have you ever walked away from a business and could only describe the service provided as a big WOW? That is the big buzzword being used today in the customer service world. The WOW effect is nothing more than giving your customers service that they totally did not expect. It leaves them wondering what just took place. Usually they walk away with the feeling that the service they received went way beyond what was expected. Creating this after effect feeling should be the goal of every business. As customer service providers our goal should be to WOW the customer so that they will walk away wanting to tell others about our wonderful service. They in essence become walking advertisers simply because we offered them caring service. We could say it is going the extra mile in customer service. When we simply give each customer a little extra attention or a listening ear, they in turn walk away with the feeling that we cared enough to provide them with what they may have needed at the time. Strive for the WOW effect and you will soon see customers returning and telling friends about your wonderful company!
Make doing business incredible easy for your customer
We all have had the experience of doing business with a company that was incredibly difficult. The transaction process was slow and we left with the feeling of never wanting to do business with them again. One easy way to give great customer service is to provide your customers with a simple and quick way to make a transaction. Let me share an example that will hit home. Let us say that very time you visit a local restaurant the waitresses are incredibly slow. So what happens? Eventually you find another restaurant. Another example would be going to the local grocery store. Every time you run in to pick up something the lines are always backed up. They in essence are making it hard on customers simply because they refuse to open up another cash register. Great service needs to respect the time of each customer. When making a transaction is difficult and time-consuming, customers will eventually find another company to do business with. It is important to train each person to finish transactions as quickly as possible and give every customer the impression that their time is valuable. They will appreciate your quick and friendly service and will leave with impression that the service was excellent.
The absolute best way to market your organization
There is one way of marketing your organization that is superior to all of the rest. It is free and more convincing than any commercial or radio campaign. More people will listen to this type of marketing than any other way to advertise. So what is this marketing strategy that I am referring too? It is called word of mouth advertising. There is no better avenue in the world of marketing your business. Happy customers telling others about your great service will attract more people than any other campaign. That is why it is so critical to strive to make every customer have a wonderful experience with your organization. They will soon become a powerful voice in bringing new customers in. By giving every customer a great experience, they will want to tell others about you! On the other hand, poor service will have the opposite effect in advertising your business. Customers will also tell others about their bad experiences as well. When this happens you will soon find less people coming through your doors. So remember, every customer has the potential to become a future spokesperson for your organization if you simply give them great service that goes beyond what they expected.
Smart companies trust their customers
The vast majority of company policies in the world are intended for the few but in essence punish everyone. A simple example would be putting in security cameras at a retail store. Even though this will help in slowing down theft, it is only intended for the few who may attempt to steal. The vast majority of customers will never steal. We need to remember that most customers can be trusted. When making company policies, we need to take a hard look at whether this will enhance the overall service provided or be a hindrance to offering the best possible service. Is the policy that has been put into place intended for the few but punish the majority? Here is an example: It would be like having a security guard who walks around a store intimidating every customer with his uniform and hard stares. He may distract a few who may potentially steal. But in the long run this tactic would scare the majority of customers away from your business. Would it really be worth it to punish everyone simply because of the few who may attempt to steal? In the same manner, it is important to re-examine company policies from time to time and ask if they are really beneficial to the vast majority of customers. If not, then it is time to throw them out and find a better system that will draw customers. Remember that when customers sense that you trust them, they in turn will be drawn to return again and again.
"How will this benefit the customer" should direct every decision
A question that continually needs to be asked when making company rules is simply this: How will this benefit the customer? Will this decision enhance the experience for the customer or will it have a negative effect on drawing them back to your business? I believe that every new idea or change in company procedures must benefit the customer. Every decision must have the customer's best interest at hand. Change is inevitable. Every day new decisions must be made in regards to running a business. Nothing is wrong with change per se. But the important point to remember if you want to keep customers coming back is to ask how will this benefit their experience. If the change will be positive, then by all means go for it. But if a decision is being considered that may hinder providing excellent service, it may be worthwhile to re-evaluate the change.
How to quickly calm an upset customer
Every customer service person will eventually be confronted with an upset customer. There are definitely some positive ways to handle this situation. The most important key is to actively listen to the complaint. Allow the customer to talk. This alone will show that you genuinely care. If the customer is speaking in a louder than normal voice, it is important to maintain a calm voice when replying back. Never speak loudly back as this will only throw gas on the fire. In these situations the customer is looking for two responses. The first response is that he or she is listened to. The complaint may be legitimate and help your company to enhance customer service so it never happens in the future. The second response that the customer is looking for is empathy. If you sincerely show that you fully understand how they feel, you are giving them a caring response. The upset customer will more than likely calm down simply because you listened and showed empathy. After showing these two positive responses, it is now your turn to handle the situation in a quick and professional manner. Lastly, remember that 95% of complaining customers will return if you handle the problem on the spot.
The benefits of remembering names
It has been said that when a person hears his or her name, it is like fine music to the ears. We all like to be remembered. It especially works wonders when we remember a customer's name. How many times have you met someone and then met them again in the future. Out of nowhere they call you by name! You are suddenly impressed that they actually remembered it. It is the same when we remember a customer's name. They feel welcomed and are impressed that you took the time to remember them. When we remember names we are telling customers that we genuinely care about them. They sense that we sincerely appreciate their business and have taken the time to remember their name. People who are gifted at remembering names all use the skill of association. This simply means that you associate the customer's name with a name or object that you are already familiar with. If you meet a customer who has the name of Frank and you have a grandfather named Frank, then you can now associate this new customer with your grandfather's name. Try it and watch customers perk up when they hear their name.
Learn from your customers
Have you ever met someone who loved to ask questions? They are not afraid to seek answers. People who are inquisitive continue to grow because they continue to learn. In the business world it should be the same. As a business, our goal should be to continue to enhance the overall experience for the customer. One sure way to improve is to ask questions and listen to your customers. The reason for this is simple. Customers are seeing the operation from another point of view. They are on the outside looking in. What customers see and experience may be completely different from what an organization may think. In far too many cases, a company may believe that they are providing excellent customer service but have never asked the opinion of the customer. We will always be at an advantage if we listen to our customers. Not only will they appreciate that we have heard them, but our service will begin to improve dramatically.
Smart leaders learn to encourage their team
There is something different in an organization where the leader continually encourages others. This little secret will do wonders in motivating people to do their absolute best. We all like to be encouraged. It is no different in the business world. It is a known fact that people will always improve when they are given sincere encouragement. On the other hand, if a leader never provides compliments on a job well done, the troops are continually left in the dark on whether or not they are meeting expectations. Every truly great leader has learned that positive reinforcement will always outperform negative reinforcement. In the area of customer service, employees will give their best if they are continually encouraged and complimented. This also creates a better working environment. Customers will sense that something is different and feel the positive attitudes of those who serve them. Remember this: positive reinforcement creates a chain reaction that is passed down to the customer.
Let laughter fill the air
The winning organizations all have a way of making the working environment enjoyable for all. One way of creating this positive work environment is to incorporate laughter. Everyone is attracted to the sound of laughter. This is no different for every customer who enters your door. When they observe that employees enjoy their work environment, they will be more influenced to return. Companies that take care of their team have learned that happy employees make happy customers. When people are genuinely happy on the job, there is considerably more laughter in the air. Customers can sense a more relaxed environment and will walk away with a more positive opinion. They will also tell others about their experience. When we laugh more, people will be attracted to us. As a business, we must never forget that creating an environment where laughter is normal will make customers want to come back. Learn to take situations less serious and try to see the humor in daily life. This little tip will improve customer service and change the way we approach every situation.
Make every customer feel special
People will always gravitate towards places where they feel special. As little children, most of us loved to visit our grandparents because they always made us feel special and welcomed. As we grew up, the desire for this feeling has not changed. The smart companies understand that every person is unique and should be treated as such. When we create a team that genuinely cares about others, people will soon gravitate towards our business. This caring connection will give your company a giant advantage. In the end, customers will remember how you made them feel. If your organization has trained employees who earnestly care about others, you will find that customers will continue to be drawn back to your business. Others may be able to match your product and price, but the real advantage will come when you see each customer as special. This little secret will do wonders in creating loyal customers who cannot wait to tell others about your wonderful customer service. Simply care about others and watch what happens!
Learn from your experience as a customer
One of the fastest ways to learn how to be a customer service superstar is to observe your own personal experiences as a customer. Being on the other side of the counter will give you a totally different perspective on what works and what may not work. I love to observe and watch how others treat me as a customer. Every once in a while I will come across a superstar service person. They are courteous, attentive, and makes me feel great to have done business with their company. These superstars have a way of making me feel welcomed and appreciated. Sometimes I wonder if the company realizes that they have a customer service superstar in their organization! When you make a conscious effort to observe others, you will begin to recognize actions and attitudes that may or may not work. We all can learn from others. If we observe below average service, we can learn from this experience. On the other hand, keep your eyes open when you come across the superstars of customer service. You will easily recognize them by the way they happily serve you and make you feel. They are art in motion and can help us become future customer service superstars.
Simply give customers what they want
Great customer service can be summed up in this six word statement: Simply give customers what they want. It is finding out what your customers want and then delivering it to them. That is why it is essential that you listen to them. So what do customers want? What exactly can you give them that will have them continually coming back to your organization? The first and foremost want of every customer is to be treated with respect and attentiveness. They expect to be treated kindly and with consideration. When customer service representatives provide this, customers will feel more fulfilled and sense that they are receiving what they came for. The product or service being paid for is secondary to the treatment that they have received. When attentiveness and respect are given to the customer, the product that is being purchased becomes even more satisfying. We must remember that customers seek a feeling first and the product second. Give them attentiveness and kindness and they will walk away with the feeling that your products are the best!
Be at your best in order to give your best (rest, diet, exercise)
If we are to be at our best with others it is important that we are taking care of ourselves. This involves three essential areas in our life. The first significant area in helping us be at our best is getting enough rest. More often than not, many of us are not as productive on the job simply because we do not get enough sleep. Our performance level will always suffer when we are tired. The second significant area that can bring out the best in serving others is having a proper diet. What we eat can be compared to what we put in our gas tank. When we are careful with maintaining a better diet, our "engine" will run at a more effective level. In order to be at our best it is paramount that we eat healthy. The final essential area to bring out our best is maintaining a regular exercise program. This helps give us a higher energy level throughout the day. We feel more alert and it provides us with extra endurance on more demanding days. We will be at our best when we combine adequate rest with a proper diet and a regular exercise program. These three areas will help to increase our productivity level on the job and give us an edge in providing excellent service to our customers.
Be consistent (Granny's ice cream example)
Recently I had the pleasure of visiting a new ice cream parlor with my family. The experience was memorable with great ice cream and very friendly service. The servers behind the counter wore a great smile and were very attentive. They were customer service superstars in action. But this was only part of the overall experience. Everyone in my family ordered a small ice cream cone. When we received the cone the ice cream on top looked like a triple scoop! We were definitely impressed with the amount of ice cream that we received. As we left I wondered if this experience would be consistent for other customers as well. I honestly thought that the combination of great service with a great product (forgetting the calories involved!) would make this place the talk of the town. I can envision others telling their friends about the wonderful experience and coming back time and again. The point of sharing this story is for us to be aware of the importance of being consistent. If we are in the business of providing ice cream to the community, it is vital that our serving sizes are consistent. This consistency will give our customers a comfort in knowing that they will receive the same service or product time and again.
10 essentials in telephone etiquette
Customer service training would never be complete without understanding the importance of telephone etiquette. The following ten tips will provide your customers with the security of knowing that your organization cares about others:
1. Be sure to answer within three rings. This will give callers the impression that you provide quick service.
2. Cheerfully state your organization and your personal name. Sharing your name will allow the customer to connect in a more meaningful way.
3. Remember to keep a friendly tone of voice at all times. Callers will always measure your tone of voice first and foremost.
4. Listen intently. Stating back to the caller what is being requested will give the impression that you have listened. This also conveys a sincere interest in meeting the customer's needs.
5. Always reflect patience. Being patient with each caller will go a long way in how they view your service.
6. Always reflect helpfulness. When customers sense that you want to help them they will always respond positively.
7. Always reflect kindness. Being kind will always attract others.
8. State your answers clearly and professionally. Your words should be said in a way that allows the caller to hear what you have said the first time. Keeping the telephone close enough to your mouth will allow your answers to be heard more clearly.
9. Never keep someone on hold for over 30 seconds. Apologize for the wait and always respect their time.
10. Every telephone call should close with a friendly "Is there anything else that I may assist you with?" This leaves a great impression that your company sincerely wants to meet the customer's needs.
Genuinely be happy to see your customers
There is a secret in providing a great first impression for your customers that works everytime. This little secret is hardly used in the real world but is very effective in creating a welcoming environment. Also, this secret weapon only works when we mean it from our heart. So what is this great secret that automatically creates a friendly atmosphere? It is being genuinely happy to see others. There is no better feeling of being greeted by someone who is genuinely happy to see us. We tend to perk up and feel happy ourselves! When others are glad to see us, we feel a sense of belonging and this in turns makes us feel comfortable. Because the first few minutes are crucial in the experience of a customer, it is important to be consistent in providing a friendly greeting. All of us like the feeling that others are happy to see us. We long for affirmation and the sense that another person cares for us. This caring aspect will go a long way in giving your customers great service. The secret of showing others that we are genuinely happy to see them provides them with a great first impression and will give them a great reason to return. Mean it from the heart and watch what happens!
Other centered vs. self centered companies
As in the life of each person, every company must ultimately make the choice to focus more on self or others. This one choice will set the course for every decision that the organization will eventually follow. The two options are available but can never live together. As in life, we each wake up every morning and decide whether to live for ourselves or for others. So what way is better? I have found that life is more fulfilling when we live for others. This simply means that living with the goal of servitude gives us more satisfying lives. We find more purpose in our existence. To live a life that is focused on others makes life more meaningful and ultimately brings out the best of who we are. On the other hand, when we live simply for our own needs and pleasures we find less fulfillment and purpose. We finish the day with an empty feeling that something in our life is missing. We can find this in the history of the vast majority of kings and monarchs of the past. Very few lived happy lives. Even though they possessed great wealth and fame, few could find true contentment. Like the kings of ancient past, a life lived for self will eventually leave us empty. We can learn a lot by studying those who chose to serve others. They should be our models if we are to find the joy that we are desperately seeking for. Focus on others and see what happens. Not only will you live a more fulfilling life, but customers will sense a difference in your organization!
Giving frontline folks the freedom to make decisions
What is the best way to empower your people who are out in front serving customers? The best way that I have observed from great managers is by giving them the freedom to make decisions. Every day frontline employees are thrown into situations to make decisions that will effect the customer being served. In order to be most effective, employees should be able to resolve the vast majority of issues without having to find a manager to make the decision. Nothing is more frustrating for the customer than having to wait for the manager to arrive in order to resolve an issue that easily could have been handled by a frontline employee. This ultimately reflects a company that does not trust employees. I do believe that in certain cases a manager will have to make a decision but this must never be the norm. Customers who are consistenly left standing and waiting for a manager will sense that the company does not trust employees. Besides the benefit of providing faster service to your customers, there is one more advantage in allowing your employees to make more decisions that will benefit the customer. When employees are empowered we are subconsiously telling them that we trust them. This in turn brings out the best in them. When employees are at their best they will serve customers better.
Offer free sprinkles on the cone
What exactly does your organization have that will make customers want to tell others about your great service? Is there anything different that you provide that makes you shine above others? The answer to these questions can either make or break your ultimate success. I have often thought that if I owned an ice cream parlor I would provide free sprinkles with every ice cream purchase. This little gesture would speak volumes to customers. I would stand out above the other run-of-the-mill operations simply because I provide free sprinkles. My cost for this service would be minimal. The benefits would far outweigh the investment of purchasing a large box of colored sprinkles. When parents ask their children where they would like to go for ice cream, where would they most likely choose? More than likely they would pick the friendly parlor with the free sprinkles! In the same way, we need to find ways that make others want to come to our organization. What can we do differently that will separate us from the others. Find something that will show your customers that you care and they in turn will show you their appreciation by becoming loyal.
"The winning companies never forget that they are in the people business first and foremost."
-Cary Cavitt
People are attracted to those who freely give out smiles. It also increases your business!
Smart managers always encourage team members to openly share great customer service ideas.
Customers go through 4 phases in deciding whether to return to your business.
Listen to those who have the courage to show you a better way to serve customers.
Enthusiastic companies will always attract customers because clients will want to have the same enthusiasm in their own lives.
"Great Companies all share a common trait...they understand the importance
of making each customer feel welcomed and appreciated."
When interviewing, ask questions that can help to determine whether or not the candidate enjoys helping others. Also, make sure to notice how easily the candidate smiles!
Remember to include the friendly factor formula when training your employees.
"Whether we like it or not, every customer will make their final judgment of
your organization on how well they were treated by your employees."
Everyone will always respond positively to the act of showing them respect. This is especially true in customer relationships.
When a customer receives more than expected, it tells them that you genuinely care about their satisfaction.
