customer service starts at the front desk: admin's best practices

Customer Service Starts at the Front Desk: Admin’s Best Practices

1. Greet visitors quickly

2. Offer a sincere welcome

3. Keep your conversations professional

4. Avoid over talking your visitors

5. Provide reading material

6. Offer refreshments

Smile as you speak Speak more slowly than

you would in person Use the caller’s name Give the caller your

name Don’t say anything you

wouldn’t say to your grandmother (seriously)

Thank your caller for calling

1. Turn your subject line into a sentence

2. Keep sentences short – no more than 15-20 words (plus, Don’t write War & Peace over email)

3. Don’t give bad news over email4. Be personable in your emails

If you’ve done what is right for the customer, you’ve done what is right for the company.

Customers are best heard through many ears

Use feedback proactively

Use customer suggestions to impress your boss

Identify and neutralize your hot buttons

Allow the customer to vent

Empathize Keep the focus on

the issue Uncover the issue Keep your voice low

Understand, then be

understood (Stephen Covey’s 5th Habit)

THE PROBLEM IS RARELY/THE PROBLEM IS RARELY/NEVER THE PROBLEM.NEVER THE PROBLEM.

THE RESPONSE TO THE RESPONSE TO THE PROBLEM THE PROBLEM

INVARIABLY ENDS INVARIABLY ENDS UP BEING THE REAL UP BEING THE REAL

PROBLEMPROBLEM.

Adopt the Man in Adopt the Man in the Desert the Desert PhilosophyPhilosophy

idea 15:Be Gumby!

Pay fantastic attention to detail

Provide “Concierge” Level Customer Service

Make customers feel smart/good even if they ask “silly” questions

Email me at myra@myragolden.com for:

Additional questions not answered today Blog:

www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden

Customer Service Techniques for Admins: Guarantee Satisfaction

Email me at myra@myragolden.com for:

Additional questions not answered today Blog:

www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden