| Voicemail, automated phone systems, email and | | | | company could better serve them. Encourage their |
| other technology have replaced the personal touch | | | | feedback and ideas, and yes, even criticism. Then |
| when it comes to customer service. Customer | | | | listen. |
| frustrations are on the rise. Their number one | | | | -Sincerely compliment your customers every chance |
| complaint is that no one really seems to care | | | | you get. Compliment them on how nicely they're |
| anymore. | | | | dressed, their pleasant phone voice, or their patience |
| Your customer can tell the difference between | | | | during a long wait. Don't mistake compliments with |
| satisfactory service and caring service. Satisfactory | | | | false flattery. - |
| service is what most customers expect. This type of | | | | -Surprise your customers by delivering unexpected |
| service focuses on completing a task rather than | | | | service, such as free shipping or a little something |
| building a relationship with the customer. | | | | extra to show them they're appreciated. |
| The market often talks of customer satisfaction, a | | | | -Keep your customers informed about the status of |
| deceptive phrase because it sounds better than it is. | | | | their order, any delays or obstacles to meeting their |
| Would you have wanted a grade of satisfactory in | | | | needs and changes in policies that may affect them. |
| school? Probably not. Satisfactory implies adequate, | | | | -Customize the way you communicate to honor the |
| good enough and acceptable. Customers who are | | | | style differences of your customers. |
| merely satisfied with your business can be wooed | | | | N = Notable |
| away by others who offer something better. | | | | Word-of-mouth is the most powerful marketing |
| Customers are discouraged by poor service and | | | | campaign of all. Give your customers quality service |
| expectations are low. The simple gesture of showing | | | | that they can brag about. Is your service worth |
| your customers that you care about them will be a | | | | bragging about? |
| welcome surprise compared to the apathy they | | | | -When you hear repeated complaints about |
| experience elsewhere. Building customer loyalty boils | | | | something, take the initiative to fix the problem! For |
| down to one simple concept-C.A.R.I.N.G. | | | | example, if customers frequently complain that it is |
| C = Consistent | | | | too cold in the building, contact the person in charge |
| Commit to delivering exceptional customer service | | | | of climate control and ask him or her to adjust the |
| with every customer interaction. | | | | temperature. If more than one customer complains |
| -Take complete ownership of your actions and your | | | | that the music is too loud when they are on "hold," |
| customer's happiness. | | | | take the initiative to have the volume turned down. |
| -Deliver respect, friendliness and knowledge, whether | | | | -Go the extra mile by delivering more than expected. |
| you communicate face-to-face, by telephone or | | | | This may mean chatting a little longer with a |
| through email. | | | | customer who sounds lonely or just wants to visit. |
| -Maintain a positive attitude--all the time! | | | | You can waive a shipping charge if an order has been |
| -Sign your work with excellence. A = Attentive Your | | | | delayed. |
| customer is not an interruption of your work. He or | | | | -Notice their needs. If a customer sounds rushed or |
| she is the reason you're at work. | | | | stressed, acknowledge their busy schedule and do |
| -Focus 100% attention on your customers' needs. | | | | everything you can to speed up their service |
| Ask yourself, "If this were me, what would I want?" | | | | experience. |
| -Listen carefully-don't rush service. Your customer | | | | - Save them time. Look for ways to remove service |
| took the time to do business with you. Honor that | | | | obstacles that may waste your customers' time. |
| decision by taking the time to deliver a quality | | | | Make sure there is a working pen on the counter if |
| experience. | | | | they need to sign a credit card receipt. If you need |
| A = Attentive | | | | to transfer a customer call, stay on the line to explain |
| Your customer is not an interruption of your work. | | | | the situation to your co-worker so your customer |
| He or she is the reason you're at work. | | | | doesn't need to repeat his or her request. Offer to |
| -Focus 100% attention on your customers' needs. | | | | call them after you have resolved their complaints so |
| Ask yourself, "If this were me, what would I want?" | | | | they don't need to remain on the line while you track |
| -Listen carefully-don't rush service. Your customer | | | | down the cause of the problem. |
| took the time to do business with you. Honor that | | | | -Stand by your promises. Return calls at precisely the |
| decision by taking the time to deliver a quality | | | | time you said you would call. Don't put a customer in |
| experience. | | | | a position of having to call back to remind you that |
| R = Reliable | | | | they are still waiting for information. Never promise |
| Take proactive ownership of your customers' | | | | service by a co-worker unless you're 100% certain |
| requests. Follow through until they are successfully | | | | that he or she will be able to deliver on that promise |
| resolved. | | | | for the customer. |
| -Watch your image. Dress professionally. Don't wear | | | | G = Generous |
| clothing that can offend or embarrass your | | | | Be generous with your service by looking for ways |
| customers. Dress in a manner that enhances your | | | | to go the extra mile for your customers. |
| credibility and positively reflects on the organization. | | | | -Look for ways to remove service obstacles by |
| -Maintain order in your workspace. | | | | bending a rule or making an exception when your |
| -Communicate with a warm, friendly tone of voice. | | | | customer has a special need. |
| Provide clear and accurate information. Avoid the use | | | | -Periodically, give away a free item to your |
| of jargon or slang. Also, be careful not to talk "down" | | | | customers. Enclose a calendar, tips guide, kitchen |
| to your customers or co-workers. | | | | magnet or one of your company's products. Be sure |
| -Follow through by keeping your promises, no matter | | | | to write a note to let your customers know that this |
| how small, to your customers and co-workers. | | | | is a gift of appreciation just for doing business with |
| -Focus on timeliness. Respond quickly to your | | | | you. |
| customers' and co-workers' requests. Show up for | | | | -When your customers make appointments to meet |
| work and meetings on time. Return phone calls | | | | with you, take them early. |
| promptly and deliver information on time. | | | | -Introduce your customers to other members of the |
| -Promptly reply to email messages. | | | | team, especially staff who only deal with internal |
| -Commit to professional development by attending | | | | customers. |
| workshops and seminars, and reading materials that | | | | -Slip your customers a handwritten "thank-you" note |
| will help you to learn and grow in your ability to do | | | | when they've been patient, when they've |
| your job better. | | | | complained, when they've referred a new customer |
| I = Individualized | | | | or just to thank them for being a loyal customer. |
| -No two customers are alike. Each customer has | | | | -Hold monthly contests for your customers where |
| individual needs and concerns. | | | | they can win prizes. |
| -Pay attention to your customer's tone of voice and | | | | -Actively seek out and participate in community |
| actions. | | | | outreach and service events or causes that your |
| -Learn how to respond to your customer based on | | | | customers care about. |
| his or her particular style. A dominant customer may | | | | -Give each of your best customers a standing |
| seem impatient and will want to control the situation | | | | ovation the next time they walk through the door. |
| to get his or her desired results. A shy customer | | | | -Create over-satisfied customers by frequently |
| may need assurance and guarantees. An outgoing | | | | asking your customers, "How can we do an even |
| customer may require more "chat" time. You can | | | | better job of serving your needs?" |
| build rapport quickly by learning to respond | | | | -Put value on what's important to your customers, |
| appropriately with each type of customer. | | | | not what's important to you. People are loyal to a |
| -Pay attention to your customers' family members. | | | | business when they feel they've been treated well |
| Ask about their children. | | | | and received good value for their money. |
| -Congratulate your customers when you learn of | | | | Customer service goes a long way toward pleasing |
| their celebrations, such as having a new baby or | | | | customers on both counts. C.A.R.I.N.G. customer |
| buying a home. Acknowledge their birthdays. | | | | service means going out of your way for customers, |
| -Pay attention to their accomplishments such as an | | | | doing everything possible to meet their needs and |
| appointment to a board, getting promoted or landing | | | | sometimes making decisions that benefit customers, |
| that important client. - | | | | even at the expense of the company. |
| -Ask your customers for advice on how you or your | | | | |