Do not let your preconceived attitudes affect the quality of service. Do you treat customers in suits differently from those in jeans?
FINE is the most dangerous word in the consumer language. It means, “I’m neutral, and as soon as I find something better, I’m out of here.”
People can’t hear you nod over the phone. Let your customer know you are listening by giving verbal cues like: “I see,” “Sure’, “I understand.”
Summarize the steps you will take to resolve your customer’s problem.
We can throw stones, complain about them, stumble on them, climb over them, or build with them.
Most customers do not shop for the best price. They shop for the best VALUE. Value = Price + Quality of Product + Caring Service. If any piece of the equation is missing, they’ll keep looking until they find a company who cares.
Loyalty must be a top-down initiative. Business owners, managers, and supervisors must “walk the talk” by demonstrating loyalty-building activities in every interaction they have with employees.
“I’M SORRY” are the two words in the English language that can diffuse about 95% of most people’s anger. But they must be said with sincerity.
What you say about your job to family and friends outside of the workplace can significantly impact the image of the company.
Set aside preconceived attitudes so you can be open to understanding a person’s individual service needs. Remember, no two situations or customers are exactly alike.
If you are already meeting customer expectations, list three things you can do to exceed their expectations.
Count the number of customers and co-workers you deal with today. The number of people you affect is larger than you may think.
Your attitude is your personal signature. Make sure that people associate a pleasant, helpful attitude when they hear or read your name.
It is often easier but not better to judge a person than it is to help them.
Imagine that each difficult customer you have has just found out that he or she has cancer. It can change your perspective on their attitude.
Customers can hear a smile on the telephone. Keep a mirror in front of your desk and be sure you are smiling before you pick up the phone to take or place a call.
Never assume that your customer understands the details of your business. Take time to explain all information carefully without using jargon.
Ask yourself with every customer interaction you have, “If this were me, what would I want?” It may very well change the outcome.
Say “Good Morning” like it really is a GOOD morning!
Eliminate the words “Can’t” “Won’t” and “Don’t” from your vocabulary. Instead, focus on what you can, will, and do for your co-workers and customers.
Witty or sarcastic remarks that roll off your tongue could hurt the feelings of a co-worker or customer.
Start each day with a clean slate. Do not carry around past negative experiences that you have had with customers or co-workers.
Every interaction you have with a customer is an opportunity to either increase or decrease your credibility.
Do not let your preconceived attitudes affect the quality of service. Do you treat customers in suits differently from those in jeans?
Frequently ask your customers what they value most when it comes to the service you provide.
What you do speaks so loud, that I cannot hear what you say.
Be careful not to give your customers orders. Avoid language like: “have to”, “must”, and “should.”
When you are dealing with a difficult customer, don’t get defensive. They may be upset about something totally unrelated to the service you are providing.
If we did all the things we are capable of doing, we would literally astonish ourselves.
Instead of saying “Please Hold,” ask your customers, “Are you able to hold?”—then WAIT for their answer!
If you have ever walked out of a store vowing never to return, it was probably because of the treatment you received from one employee.
Commit an anonymous act of kindness for a co-worker today.
Treat your “small” customers as well as you do the “big” ones. Each customer represents a lifetime business opportunity.
Instead of saying “Please Hold,” ask your customers, “Are you able to hold?”—then WAIT for their answer!
When transferring a call, give the customer the extension number “for future reference” rather than, “in case I lose you.”
A rushed voice says to a customer that you are too busy to help them or you want to get rid of them in a hurry.
Wear a smile and have friends; wear a scowl and have wrinkles. What do we live for, if not to make the world less difficult for each other?
You can never thank your customers too often. Build sincere “thank you” messages into every communication, both verbal and written.
Frequently compliment your co-workers for a job well done—in front of other people.
Keep note cards in your desk so you will be prepared to write to your customers and co-workers frequently. A hand-written note is more powerful than anything typed.
Thank your customers when they complain. By complaining, they have given your company another chance to retain them as customers.
Be completely honest with each customer. If someone else is more qualified to provide the product or service they need—tell him or her.
Explain your co-workers’ absences in a positive light. Customers do not need to know they are in the restroom or on a break.
Don’t allow one nasty customer to ruin your day or the quality of service you provide for the rest of your customers.
Every day you can make a difference in the life of each customer. You can either make it a positive or negative experience.
It is often easier but not better to judge a person than it is to help them.
A big part of customer service is using common sense.
Follow up with every customer who was upset or had a complex problem to make sure it was resolved to their satisfaction.
No matter what the problem—OWN IT. Avoid the, “It’s not my job” attitude.
A negative spirit is contagious. So is a positive spirit. Look in the mirror and ask yourself, “Am I a positive or negative virus? How am I affecting the people around me?”
Start out each day with the goal of showing the world your best self.
The faster you return your customers’ phone calls, the more they believe that you value their business.
Leaving your email program open on your monitor all day creates distractions and causes stress whenever a new message arrives.
It is sometimes difficult to separate natural human kindness from customer service excellence.
Customer service can be the best or worst marketing for a business. It all depends on how it’s delivered.
When talking with customers use professional language. Say “yes” rather than “yeah.” You will sound better educated and friendlier.
Why do managers spend more time trying to fix negative employees, rather than rewarding those devoted employees who show up every day with a positive attitude?
Here is one rule of Ritz-Carlton Hotels, “Any employee who receives a guest complaint owns the complaint.”
Great listening skills are the most important characteristic of a great salesperson.
When a customer calls, listen carefully to what they are saying between their words through their tone of voice.
Use solution-oriented language when communicating with your customers, such as: “Great question! Let me find out.”
Successful leaders are willing to adapt and improve team performance by sharpening their own leadership skills.
Vendors are customers, too. Treat the people who provide you with products and services with the same respect you treat your paying customers.
Take pride and maintain order in your workspace. Your environment can significantly affect your attitude and your effectiveness.
Customers are the only reason any of us have a job.
People who are serious about climbing the career ladder often choose not to wear casual office attire because they want to present a professional image.
Practice gossip avoidance strategies to save time, increase your energy and keep you from hurting someone with whom you work.
Dress in a manner that enhances your credibility and positively reflects on the organization.
Your job security depends on how valuable you are to your customers.
Your co-workers need to be treated as your primary customers. In fact, they need to be treated like VIPs.
When you lose a single customer, you lose a lifetime opportunity of profitability with that individual. Do you know the value of your customers?
Coaching is not about “fixing” anyone. It is about employee development and facilitating the learning process.
Never complain about your job or a co-worker in front of a customer.
Commit to being a life-long learner. When you have an open mind, you can learn something new every day from all types of people.
It isn’t the people you fire who make your life miserable; it’s the people you don’t.
Live in such a way that if your kids are ever asked for the definitions of kindness, integrity, and loyalty, they’ll answer, “My parents.”
If someone offers you an amazing opportunity and you’re not sure you can do it–say yes, then learn how to do it later.
When you tell employees they will be part of a team, it’s important to listen to their ideas and suggestions for process improvement.
Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.
Your customer took the time to do business with you. Honor that decision by delivering a quality experience.
Customers are people who depend on you to communicate with integrity.
Before you give advice to your customers or co-workers, question whether they really want or even need it.
Get enough sleep and take care of your health. It’s easier to do a great job when you feel good!
The purpose of a business is to create a customer who creates customers.
For one day avoid criticizing and complaining at work. Try it at home, too.
Choose to have fun doing your job and help your co-workers have fun, too.
Count the compliments you receive each day. Provide such exceptional service that your customers just can’t help themselves!
Make a list of the great things you do for your customers. Your list will reinforce a positive attitude and come in handy during performance reviews.
When you let go of resentments, your days will feel brighter and filled with possibilities.
You are not doing your customers a favor when you provide service for them.
When transferring a call, give your customer the extension number “for future reference,” rather than, “in case I lose you.”
Exceptional customer service does not grow out of a set of hard-and-fast rules–it’s a consistent way of doing business that comes from the heart.
It is not our job to “teach our customers lessons.” When they make mistakes, simply provide the service they need and refrain from “scolding” them.
Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.
Startling Statistic! 65–85% of customers who say they are satisfied–SWITCH to the competition.
Always be on time for work and meetings. Better yet, arrive a few minutes early to demonstrate that you are enthusiastic about your job.
Don’t play the blame game. Take responsibility for your attitude and the choices you make.
Make your product easier to buy than your competition, or you will find your customers buying from them, not you.
Generosity and community involvement are wonderful ways to raise employee morale in your customer service department.
Customers don’t want to take advantage of you. Most people are much like you … nice.
When customers see that you are willing to admit a mistake, they are more likely to accept responsibility for their actions.
Successful business leaders are masters at keeping their employees informed.
The more teachable you are, the greater your chances for success.
People are not happy because they are successful. They are successful because they are happy.
Building Solution-Oriented Teams through the Power of Possibility Thinking
Customers don’t demand perfection but they do expect to be treated with respect and kindness when a mistake does occur.
Mute your computer speakers so your customers don’t hear an alert every time a message arrives.
Commit to action for your customers, “I will personally take care of this.”
Ask yourself each time you are providing service, “Is the way I’m handling this situation going to improve my relationship with my customer?”
A minute on the telephone seems like forever. When you are looking up information for customers, keep talking. It’s an excellent time to build a relationship.
Provide your customers with respect, friendliness, and knowledge … plus the products or services you sell.
You need to convey enthusiasm, professionalism and clearly support your products through your actions.
Service is less about what you do, and more about who you are.
Smile even when you don’t feel like it because the sheer act of smiling will make you feel happier.
Show complete understanding for each customer’s concerns, even if you don’t agree with them.
A customer complaint is a gift. It usually means that a customer cares enough about your business to give you a second chance.
Look for ways to bend the company rules for your customers—instead of using them as an excuse to do as little as possible.
Your customers may not always be right, they are the reason we are in business.
Ask yourself, “Is there anything about myself or the way I am currently doing things that I could change to have a more positive effect on my customers and co-workers?”
If you’re not serving the customer, your job is to be serving someone who is.
No matter how little or long they waited, always thank your customers for their patience and apologize for any delays.
Instead of pigeonholing customer service into a single department, it may be far more effective for every department to be called Customer Service.
Telling employees to be friendly is not customer service training.
The customer service chain in your organization is only as strong as its weakest link.
If you are seated, stand up when customers approach you. Shake their hand and offer them a seat whenever possible.
If cell phone use and abuse is creating problems in your workplace, it is time to create and implement a set of guidelines for cell phone etiquette.
Greet each customer as you would a friend–someone you are glad to speak with.
If you want employees who put the customers first, you need to put customer service first during the selection process.
Send articles, tips or other materials to your customers, if you think they can benefit from the information.
It is pointless to develop a marketing campaign designed to bring in new business if customers are going to be met with poorly trained employees.
The more customers you keep, the more job stability you have.
The dollar bills the customer gets from the teller in four banks are the same; what’s different are the tellers.
The moment one of your existing customers inquires about making an additional purchase of your products or services, he or she becomes a key sales prospect.
If the majority of your customer communications take place by telephone, then consider this as your new job title, “Director of First Impressions.”
When a customer complains, always reply, “Thank you for bringing this to my attention.”
Your customers want you to listen more than you speak.
Don’t make promises to customers about outcomes over which you may have no control.
It has been proven time and again that even if you lack one or two job performance skills yet have the right attitude, you can still be successful.
Building Solution-Oriented Teams through the Power of Possibility Thinking
Listening is one of the most important steps in resolving customer complaints.
Possibility thinkers embrace change, stay current with technology, and constantly challenge the status quo.
Building Solution-Oriented Teams through the Power of Possibility Thinking
Be completely honest with your customers. Let them know if someone else is more qualified to provide the product or service they need.
If you want to succeed at networking, always give more than you hope to gain.
You do not have to be a “people person” to provide excellent service. It takes desire, discipline and a positive attitude.
Be an encouragement to your customers. What you say may be the only kind words they hear today.
Regardless of what products or services you sell, your personal image is the first thing your prospective customers will judge you on.
There is no sense acquiring new customers if you are only replacing those customers you have lost.
When you make a promise to a customer or co-worker—keep it!
The more you stay in touch with your customers, the more you’ll be aware of their feelings about the company, products, and service.
Good service is only as good as your customers believe it to be.
Cold calling is the art of approaching someone professionally and meaningfully with a worthwhile proposition.
Volunteering is the single most powerful networking tool available to you. It evens the playing field and allows you to demonstrate your unique talents and skills.
Know what your customers want most and what your company does best. Focus on where those two meet.
Any time you blame another department, co-worker or even an equipment failure for poor service, your credibility with your customer goes down.
Being on par in terms of price and quality only gets you into the game. Service wins the game.
If you criticize the competition you risk insulting a customer who has purchased from that company.
No matter what your job title, building customer loyalty is your responsibility.
When speaking to a customer, use his or her formal name (Mr. Thompson, Ms. Schmidt) unless you know them well or they have given you permission to call them by their first name.
The more you know yourself, the more patience you have for what you see in others.
Upper level managers are on stage every day when they show up for work. They are role models for service excellence.
It’s amazing what you can accomplish if you don’t care who gets the credit.
The best way to succeed in life is to act on the advice we give to others.
Your relationship with every customer counts. The more you allow your service to go soft, the greater the odds are that your business will decline.
A simple thank you note will surprise your customers and give them something positive about your company to tell their friends.
Let us always meet each other with smile, for the smile is the beginning of love.
Ineffective leadership, laziness, stress, high call volumes, apathy, and boredom, can all cause employees to become invisible to customers.
Try to go the extra mile for your customers, rather than looking for service shortcuts. It will set you apart from the competition.
Training does much more than just teach new skills. It sends a message to employees that they are valued by the organization.
You have not done enough, you have never done enough, so long as it is still possible that you have something to contribute.
Building Solution-Oriented Teams through the Power of Possibility Thinking
The simple act of paying positive attention to people has a great deal to do with productivity.
Let everyone in the company know exactly what they must do to provide superior customer service.
Forget the mission statement and start focusing on empowerment-not just the concept, but letting your employees take charge of customer relationships.
If you can’t say something nice about a co-worker, don’t say anything at all!
Building Solution-Oriented Teams Through the Power of Possibility Thinking
Your customers are just waiting for you to amaze them … so they can tell their friends!
Character is more easily kept than recovered. It takes years to develop and can be lost in minutes.
If you are losing good employees, you are losing customers.
The immediacy of email fools employees into thinking it is a private conversation.
It is perfectly acceptable to ask your customers how they would prefer to be addressed and the correct pronunciation of their names.
