Back To Basics
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service
My entire career has been focused on developing ways to help companies communicate better with their customers.
Great customer service is sought by most everyone. Businesses go out of their way to give good customer service. Some make it; some don’t.
Customers go out of their way looking for companies that give great customer service. Some find it; some don’t.
We have tried so very hard to explain to both sides – the customer and the business, it’s not rocket science; it’s not brain surgery. It’s plain old common sense. But you and I know common sense is not out there.
People love to vent. One of our books, Customer Service Nightmares, is proof of that. They love to report on how badly they’ve been handled.
I cannot count the number of articles out there on customer service. Some are good, some not; some have new ideas; some speak the old tried and true. And that’s where Telephone Doctor customer service training comes into play; plain old customer service.
We call it ‘Back to Basics.’ You can imagine we have hundreds, if not thousands of ideas, tips, skills and techniques to share. Today we bring you 15; fifteen customer service tips that are good old common sense thoughts. Short, sweet and to the point. Enjoy.
In no important order. They all should be #1.
1. “Please” and “thank you” always have been, and always will be, powerful words. Seldom overused.
2. “You’re welcome” is the best replacement for “no problem.”
3. “Sorry ‘bout that” is not an apology. It’s a cliché. “My apologies” is much better.
4. A frown is a smile upside down. Stand on your head if you must; but SMILE, darn it!
5. You cannot do two things well at once. Pay attention to the call or the customer.
6. One word answers on email or in person are considered cold and rude. Three words make a sentence.
7. Learn what phrases frustrate your customers. They’re probably the same ones that bother you.
8. When was the last time you sent flowers to someone just because?
9. Drop a personal handwritten note to a client and just say “thanks for being a good client.”
10. “Hey, how ‘ya doing?” is not a great way to start up a conversation. It’s not any way to start up a conversation. Period.
11. Out with friends or family? Put the cell phone away. Talk for 30 minutes. (If you remember how.)
12. Email manners? The same as phone and in person.
13. The old “don’t tell ‘em what you can’t do; tell ‘em what you can do” applies to most, if not all, customer interactions.
14. Get excited! Make sure you say something fun, nice and appropriate.
15. Oh, and smile. That needed to be said twice. A phony smile is better than a real frown.
If you start with these tips, skills, ideas and techniques, you’ll notice a big difference in how your customers respond.
Yes, there are many more; didn’t want to overdose on this. More coming during the year. Thanks.