7 Steps to Better Customer Service

By Fernando Larez

Do what you do so well that they will want to see it again and bring

their friends.- Walt Disney

1. Communication is the Key2. Proactive communication: Be

Friendly3. Conflict Resolution4. Know and use your Tools5. Be a Team Player6. Be ready for Commitment7. Follow up

7 Steps to Better Customer Service

Verbal Communication: Language is at the heart of our human ability to communicate. It is what defines all of our relationships and every day interactions.

1. Communication is the Key

Non-Verbal Communication: Nonverbal communication is any kind of communication not involving words. It can include grunts, sighs, whimpers, or voice tone, pacing of speech and so forth.

Body Language: is performed subconsciously. It occurs almost constantly, and makes it easy to know if someone is nervous, scared, interested, or focused, among many other feelings that could be happening

Introduce yourself Learn people’s names Share announcements about your work

Make yourself available Communicate “trust”

2. Proactive communication: Be Friendly

Conflicts arise in any environment. It is our responsibility to understand, and help resolve these situations.

Remember, ALL conflict situations are perfect opportunities to:1. Demonstrate great customer service

(value)2. Increase customer loyalty3. Augment customer base

3. Conflict Resolution

1.Understand that IS NOT PERSONAL

2.Address the customer by their name

3.Use/maintain eye contact

4.Welcome them with your tone of voice

5.Listen actively use acceptance responses so they know you are listening

6.Document all actions taken in the resolution

process

7.Repeat all critical elements so they know you understand

8.Speak calmly and clear9.Use positive body

language/nonverbal communication

10.Be objective & specific11.Help resolve the

situation12.Focus on the successful

outcome of the situation

Conflict Resolution Tips

Use your knowledge base/experience Know your company’s Comm. services:

◦ Website/ Portals◦ Forum◦ Directories◦ Catalogs◦ Departments

Involve your Subject Matter Experts Anything that can assist you in the

resolution process

4. Know and use your TOOLS!

Never, Ever say…

You won’t have the answer for everything, so ask someone to help you when you need it

Never say “I…” say “we” Involve all members of the organization

that can help you We all need to “shine” together as a

company

5. Be a Team Player

Always over-deliver on all your promises Go the extra mile Acknowledge the importance of every issue.

If it matters to our customer, it matters to the company

Always thank the customer for being patient

6. Be ready for Commitment

Follow up on the resolution after a period of time

Engage the customer to comment or write a review about his/her experience online

Thank the customer for their patronage Engage to refer other customers Check for missing/undelivered parts of the

issue

7. Follow up