ten commandments of customer service
DESCRIPTION
TRANSCRIPT
WHAT’S IMPORTANT FROM THE CUSTOMER’S
POINT OF VIEW?
CUSTOMER SERVICE IS PERSONAL
• Treat the customer the way they want to be treated.
• Is the customer always right? Certainly not but if you want the customer you will make them right.
1. THE CUSTOMER IS THE BOSS
• Customers want to be in control.
• You may not be able to make them right but you can help them feel better, save face and not feel stupid—like you won and they lost!
WHAT TO DO?
1. Listen carefully to the customer’s complaint.
2. Write it down.3. Acknowledge the customer’s
complaint, that doesn’t mean you agree.
4. Look for a win, win situation.
WHAT SHOULD YOU DO?
• Reflect:The listener briefly states in his/her words the core of what they speaker has communicated.The speaker says what he thinks and feels, not what “I” the listener , thinks and feels about what the speaker said. “I think that this can definitely be a problem…I think you made it into something it isn’t.”
SEARCH FOR THE CORE MESSAGE
• Be brief• In your own words • “Did I get it right?”
2. BE A GOOD LISTENER
1. If customer is angry, refrain from saying “calm down.” Saying “calm down” will take you out of rapport.
2. Take notes.3. Use the same tone of voice, if
customer’s angry, increase your volume but not the tone.
4. Resist the temptation to be right.
3. BE PROACTIVE
• This is the most important skill you can have in life.
• People who are reactive don’t take the initiative-each new wave catches them off guard.
• Proactive is the same as reactive—only you’re reacting “ahead of time!”
BEING PROACTIVE REDUCES STRESS FOR YOU AND THE CUSTOMER
• Proactive people see the big picture, reactive isolate the incident.
• Proactive anticipate, they think ahead.
• They can adapt because of their ability to “think” before it happens—they anticipate the future.
STOP PLAYING VICTIM!
• “I don’t know what to do”• “The customer was so
angry, I was afraid to make them even madder!”
• “I was afraid..I’m gonna eat some worms”
• Being “reactive is victim mentality”
WHAT TO DO?
1. Ask yourself, what’s likely to happen and react before it happens. Product not coming on time, determine what else you can do, get your plan and call the customer
2. This takes energy, rise above the difficulties and see what needs to be done and do it
3. Even if you don’t have the energy see that it gets done, take a minute and think
BECOME A “PROBLEM SOLVER” NOT PROBLEM MAKER
1. Examine critically how you might perform those tasks more efficiently. Create a plan or procedure
2. Develop a mindset that looks to solve problems instead of dwelling on them
3. Know which tasks are priorities and which can wait
4. Write out daily lists of tasks and head the list, ‘I will do’ and not ‘to do’
5. Keep this list close at hand and let it direct your actions
THINK AHEAD!
• Try to anticipate needs. • Can you prepare in advance? • A small amount of future
stability can be self-generated by planning ahead and being ready for those things over which you do have some control.
4. MAKE CUSTOMERS FEEL APPRECIATED
• Learn their names and their likes and dislikes
• Find something about them you like and focus on that; not everyone is likeable!
• Don’t avoid conflicts• If you say you’re going to do it—do it!• Hold yourself accountable• Thank people that help you, send out notes
5. EXPLAIN HOW IT WORKS BEFORE IT’S A PROBLEM
• If it has to be ordered on Monday to get delivery on Friday, say so! Don’t apologize say it with conviction and concern.
• “I know it’s important and you need it so let’s get it ordered within our time frame.”
HAVE A “CAN DO, RATHER THAN A CAN’T DO ATTITUDE.”
• “Let’s see how we can fix it.”• “I understand what you must be
going through, let’s see what solutions we might have.”
• “Tell me exactly what has happened and let’s see what avenues are open to us.”
• “Let me get right on the phone with, or let’s do a three way call to handle this immediately.”
6. DON’T SAY WE CAN’T, SAY HOW DO WE FIX THIS
• “This is a tough one, let’s see what we can do.”
• Have your solutions at hand.
7. I’M SORRY GOES A LONG WAY
1. Start with” I’m sorry”2. Ask your customers for complete honesty and
prepare yourself for tough answers. 3. "Look at this as an opportunity to greatly
increase the effectiveness of the entire organization.”
4. Fix the problem, and clean up the mess. This isn't always easy, and you can't expect instant results.
8.GO THE EXTRA MILE
1. Plan ahead of time what you can do for customers.
2. There should be answers for all problems—it’s doubtful that anything new will occur—you should be ready and have things you can do to add value.
3. What can you do?
WHAT CAN YOU DO?
• Repeat business is the most profitable, make it happen.
• How can you thank them even if they don’t buy?
• What would be totally unexpected that would delight? What is your “signature idea?”
9.GET AND GIVE REGULAR FEEDBACK
• Determine what needs to be fixed and ask, how are we doing?
• Send out surveys on things that are problems, not on things that work. Stop doing things to feel good and do things that matter.
• Ask the hard questions…
HOLD REGULAR MEETINGS
• What could we have done better?
• Where do we slip up?• What do we do that infuriates
customers?
10.INTERNAL CUSTOMERS ARE YOUR FIRST CUSTOMERS
• When was the last time you said “thank you to a co-worker?”
CATCH SOMEONE DOING “SOMETHING RIGHT”
• Check your “praise meter,” 5 “attaboys for every 1 not so good.”
• Vote for the employee who went above and beyond..be generous.
HOW TO THANK CO-WORKERS
• Praise something your coworker has done well. Identify the specific actions that you found admirable.
• Ask your coworkers about their family, their hobby, their weekend or a special event they attended. Your genuine interest - as opposed to being nosey – causes people to feel valued and cared about.
HOW TO MAKE IT HAPPEN?
• Think about how your behavior will affect others.
• Be proactive.• Know all the situations
that can occur and have solutions on hand.
• Have ways to delight!
OLD COWBOY WISDOM:
• “Courage is being scared to death but saddling up anyway”
Lisbeth Calandrino
Helping businesses build loyal relationships with
their customerswww.Lisbethcalandrino.com
518-495-5380