Customer Service Tip for 3/30/09

Short and sweet today. Under promise and over deliver!!! This makes a WOW service when you do over deliver!

Thanks!

Phil

Customer Service Tip for 3/27/09

Commitment! When you commit to a customer you will have a repeat customer. Any thing you do to help them positively is seen as a commitment to them. Remember any contact with the customer, means you are the company to the customer. Commitment to them shows that the company is committed to them also.
Thanks!

Phil

Customer Service Tip for 3/26/09

Today’s tip is an old cliché “People don’t care how much you know, until they know how much you care”. This is very true. Many other elements go into achieving this. Your smile, listening, and using their name are just a few examples. When they know that you care about them, it is much easier to do your job and serve them better.

Thanks!

Phil

Customer Service Tip for 3/25/09

How may I help you today Mrs. Smith? Seems simple eh? How often do you call your customer by their name? If you can’t come up with a good number then something needs to change. People like to hear their name. It makes them feel important and that you are listening to them. It also adds a bit of personalization to your contact. Wouldn’t you like to hear your name? Don’t do it like you are their best friend, especially if it is you first interaction with them. Do be genuine and have that smile in your voice. You will be amazed at well conversations go with just the use of their name.

Thanks!

Phil

Customer Service Tip for 3/24/09

Fix it! If you get a call with a problem or a complaint, fix it ASAP! Yesterday I discussed how to say” I don’t know” and “I will find out”. These can be used if you can’t fix it yourself. If you can, do it. Most companies empower their employees to solve minor problems and even handle small money issues. Customers don’t want to wait on a supervisor if they don’t have to. Take ownership and solve or correct the problem. This will make your customer happy and make you look and feel good as well!

Thanks!

Phil

Customer Service Tip for 3/23/09

Sorry for missing Friday, but went to an amazing retreat and came up with my tip for today. Learn the correct way to say “I don’t know”! This phrase should never be uttered without being followed by “But I will find out for you”. This shows the customer that they are worth your time. Give them a specific time frame for answering their question and stick to it. Even if you have to get back and tell them you don’t have a resolution, you will be keeping them aware of what you are doing. Once you have a resolution or answer, be sure to contact them promptly to show that you honor your word.
You will be amazed at how far this goes in gaining or retaining a customer.
Thanks!
Phil

Customer Service Tip for 3/19/09

Go the extra mile. Do something beyond the norm to show your customers that they are important. Little things like holding their bags while they shop, offering an extra service for no charge or helping load their purchase in their car (especially if it is not a part of the normal service).
This extra step will set you apart from your competitors and make you the example that others strive for.

Thanks!

Phil

Customer Service Tip for 3/18/09

Today as we recover from too much green or not enough (don't those pinches hurt?) ,we need to think "who is our customer"? It depends on your industry and whether you are face to face, on the phone or e-commerce only, this may be a bit different. Everyone has at least two customer types, internal and external. Internal are you co-workers, bosses, sales people; anyone who works or supports your job. External are those customers who come to your company for products or services.
Both are important in the life of any company and both deserve to get the best service you can offer.

Thanks!

Phil

CS Tips for 3/17

Today wear Green!!! Just kidding. Listen Interactively. Letting you customer know you are listening by occasionally responding, with brief comments like, yes, I see, even uh huh. Then confirm what your heard by restating in your own words. This puts the customer at ease and let's them know that you are capable of helping them. This works great for face to face and phone contacts.

Customer Service Tip for 3/16/09

SMILE!!!!!Whether you are on the phone, face to face, or typing an e-mail, do it with a smile. This helps your customer know that you are happy to serve them. The "smile in your voice" is extremely helpful with phone customers and may prevent or reduce anger. A smile with e-mails makes you happy and come across as happy in the e-mail.
In all connections; SMILE!!!!

First One

Greetings!!! My name is Phil and I have been doing customer service for over 20 years. I will begin posting daily customer service tips here next week. If you like what you see, please share with others.

Thanks!

Phil