A to Z of Customer Service

( continued from last post)




L - Leave your personal problems at the entrance of your office.

M - Mind your manners. Be ever ready to say “please”, “I’m sorry” and "thank you”, when situation demands.

N - Never say, "That's not my job."

O – Own up to your mistakes. Don't pass it to someone else.

P - Prioritize what's important.

Q - Question your organization on policies and procedures that is a set-back to your rendering good service.

R - Respond promptly and efficiently to customer needs.

S - Speak clearly and professionally never use slang.

T - Treat all customers fairly. No favoritism.

U - Use body language that expresses of your willingness to help.

V - Verify that your customers are satisfied and that you have met their needs before ending calls and sales.

W - Work with your colleagues to produce positive results when the need

X - X-ray yourself to removes negative attitude that reduce your ability to excel.

Y – “Yell not” at any customer no matter how much they yell at you. Keep your conversations calm and be professional at all times.

Z – Zip up your customers so they don’t have cause to go to your competition.

A to Z of Customer Service.

The first thing we all learnt in school was the alphabeths, which was the foundation to our knowing how to read and write.

To be able to provide excellent customer service and leave a lasting impression in the minds of your customers, there is need to know the ABC's of customer service.

A – Attitude to work should be right.

B - Believe in your products and services.

C – Customer oriented service.

D - Dress properly to suit your kind of work.

E - Empathize with your customers when they make complaints.

F - Find answers for your customers, if you don't have them.

G - Give customers exceptional service.

H - Help customers through any complicated processes or procedures to reduce confusion later.

I - Initiate transaction with customers by putting up a smile.

J - Justify your analysis and offer available alternative service when you must say "no."

K - Know as much as possible about your organization and its products and services.

(to be continued in next post)

THE GOOD, THE BAD AND THE UGLY CUSTOMER

Customers have different ways of expressing their complaints but often times they are misunderstood because of their temperament. You should be able to manage customers and their complaint individually and not comparing them with others.

Therefore, there is need for us to understand the personalities of these complainers to enables us tactically manage their complaints and win back their confidence.

Studies have shown that there are four types of complainers and how to respond to their complaints.

1. The High-Taste Complainer -This customer have a high standard/taste and expects the absolute best and is willing to pay for it and is likely to complain in a reasonable manner.

Your Response: The customer wants the best and his interested in results and what you are going to do to recover from the customer service breakdown. Always listen respectfully and actively and ask questions carefully to fully determine cause and correct the situation.

2. The Aggressive Complainer - This is a customer that complains aggressively, might hit the table when complaining or even utter annoying words that might want to make you react negatively.

Your Response: Don’t be aggressive in return and don’t give excuses too. The Aggressive Customer does not respond well to excuses or reasons why your service was unsatisfactory. Instead, listen completely, agree that a problem exists, and indicate what will be done to resolve it and when.

3. The Chronic Complainer - This customer is never satisfied; there is always something wrong to complain about. This customer's mission is to complain. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed because when he/she is satisfied will refer others to your services.

Your Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive.

4. The Rip-Off Complainer - The goal of such customer is not to get the complaint satisfied but rather to get something he/she is not entitled to receive.

Your Response: Remain unfailingly objective. Use accurate quantified data to backup your response. Be sure the adjustment is in keeping with what the organization would normally do under the circumstances.