Customer Service Top Tips

By Lara Kilborn

Good Customer service is when we not only meet, but exceed a customer’s needs and wants.
Customer needs and wants include:

Personal recognition: Customers want to be treated as valued individuals. No one wants to be treated like they're "just a number". You might take many calls a day but the customer does not call us that often, in fact, it could be the first time they have called and you need to keep this in mind.

Courteous treatment: Treating customers courteously is something that should be a given without question. There's no excuse for being rude, particularly to someone who is considering doing business with you.

Respect: While it's a fact that customers are not always right, it is also true that there is no situation in which it is acceptable to treat your customers with a lack of respect.

Empathy: Customers appreciate it when you take the time to try to look at the situation from their perspective. If you really want to define customer service in a manner that's specific to your business, step back and look at your business processes through your customers' eyes.

Understanding: Customers need to be understood. The best way for you to demonstrate understanding to your customers is to listen to them. Don't interrupt when they are trying to explain their needs to you. Demonstrate respect by listening and trying to understand.

Patience: Being patient with customers is a great way to demonstrate respect. Stay on task, but don't rush them. When you are dealing with a customer, he or she deserves your full attention and does not always know as much as we do, so do not put them down for that.

Professionalism: No matter what kind of day you might be having, your personal issues are not the concern of your customers. Remain positive and professional in all customer interactions. The way you act when you're with your customers will have an impact on how they judge the professional tone of your company as a whole.

First Impressions count!!
People will make a judgement on you based on the first 15 seconds. Whether it is in person or on the phone, make your first impression count!

Have a 3 phase phone answering standard that includes either:
• Good Morning/Afternoon, {Company Name}, this is {your name} OR
• Welcome to {Company Name}, this is {your name}, how may I help you?

Find out your customers name and use it.
Using someone’s name is one of the best ways to start building rapport. Use it naturally, as you would in a conversation with friends.

Listening is another great rapport builder.
We have 2 ears and 1 mouth for a reason. People like to feel that you care and listening shows you care. It also shows them what they are saying is important to you.

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