Use your customer’s name at the beginning and end of every conversation. Keep it natural sounding but not too informal. Use their full name unless they have given you permission to call them by their first name.
Remember and acknowledge personal details such as birthdays, children or pet names, interests, and accomplishments.
Smile every time you are on the telephone.
Demonstrate sincere enthusiasm when helping your customers.
Show your customers that you genuinely care about their concerns.
Think of yourself as your customer’s partner.
Look for ways to bend flexible rules and remove service obstacles.
Make it as easy as possible for your customers to do business with your company.
Keep every promise you make to your customers. A promise that you think is small or insignificant, may be very important to the person who is waiting for you to fulfill it.
A follow-up phone call or handwritten note to a customer is a powerful loyalty-building tool.
You can never thank your customers…or co-workers, too often.
Time is a person’s most precious commodity. Respect your customer’s time and schedule.
On the one hand, your customers want fast service. On the other hand, once they have your attention, they want you to take time with them.
Pay attention to the clues your customer is giving you about what they need.