The only difference between you and your competitors is the level of customer service satisfaction you offer. The path to excellent customer satisfaction begins with a genuine commitment to create and maintain a service-oriented attitude.
The customer service tips and habits I’m going to share are basic, but don’t let that fool you. If they were easy to practice more people would be enjoying the benefits they offer. The nice thing is any person or organization has the power to deliver outstanding service
1. Share your positive attitude.
How is your attitude? Is it positive? Is it negative? Does it lift people up? Does it bring people down? Being positive will not only help you recognize and take advantage of the opportunities in your environment, it will naturally improve your communication skills with others since most people tend to avoid doom-and-gloomers. Your coworkers and customers will notice your great attitude and your company culture will improve dramatically as you and others choose a positive attitude. Remember, a positive attitude is contagious, so create an epidemic!
2. Demonstrate an attitude of equality.
People who treat others as inferior imply that they themselves are inferior. Everybody wants to feel valued, which means nobody likes to feel less important than another person. You have probably experienced people that act superior because of their specialized knowledge. Customers don’t care for that behavior. Acting superior communicates a poor message to your customers. An attitude of equality conveys respect for others, which in turn increases the probability that respect will be reciprocated. Demonstrating an attitude of equality diffuses angry or displeased customers because it promotes respect and appreciation.
3. Provide access to information.
Training on the products and services being offered ought to be a regular practice of every organization. You ask a person behind the counter and they are not sure; you look for a sign, nothing in sight; you are transferred from person to person, but no one seems to know what to do. The key is to make sure you provide customers with access to the information they need to do business with you! It’s imperative that everyone, in any organization, be armed with the information needed to answer the potential questions of customers. And, if they are unable to provide the necessary information, they need to at least know where to find the necessary information.
“You’d be amazed how many companies don’t listen to their customers.” – Ross Perot
4. Listen to your customer.
In blunt terms, zip your lip and stretch your ears. Two-thirds or more of communication should be spent on listening, not talking. Most of the blunders that occur during communication are a result of ineffective listening. In the business world, millions, if not billions, of dollars are lost due to poor listening. Listening is the best way to learn what your customer wants and needs.
5. Take ownership of complaints.
“Passing the buck” is a great way to deliver poor service. The core of this habit is: Any employee who receives a complaint “owns” the complaint. The employee who hears the complaint does everything in his or her power to resolve it. Sometimes resolving the complaint entails contacting and working with a manager to collectively decide what will be done in order to retain the customer.
Providing superior customer service is easy when you practice proven tips. Set yourself apart from your competitors by deliver amazing customer service.
Best of success to you!