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10 Quick Customer Service Reminders

by Nancy Friedman, the Telephone Doctor

10 Quick Customer Service reminders

Doing the little things right is a key component to building a culture of service within any organization.  While most formal training courses take a bit of time to complete, here are ten quick service thoughts you’ll be able to implement immediately:

  • Be a DOUBLE CHECKER.

Learn to use those words when talking with a client.  Everyone loves it when you double check something for them. Even if you’re pretty sure the item is out of stock or the appointment is filled or there’s no room available, it sounds so good to hear, “Let me double check that for you.”

  • PRETEND IT’S YOU

If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you. What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

  • GET INVOLVED

Let your customer know you’re on their team. If you’re ringing up a purchase for someone, mention how nice their choice is. If you’re helping someone with a trip of some sort get excited with them. When customers feel as though you’re part of the package they love it.

  • STAY FOCUSED

Eye contact is critical in delivering excellent customer service. Heads that turn on a spindle and look everywhere but at the customer get very few good marks in customer service. Eye contact shows you are listening. If you’re on the phone, eye contact is definitely difficult. We can, however, learn to stay focused on the phone. Don’t type unless it pertains to what you are doing. Don’t read something while you’re on the phone with a customer . . . STAY FOCUSED on the caller. We need to stay focused without eye contact.

  • DO SOMETHING EXTRA.

There’s usually always ‘something’ you can do for the customer that’s extra. In most of the cases it won’t even cost very much. Example: Keep a stock of penny lollipops for kids when they come into your store with the moms. Or a balloon. Or coloring books. Spend a few dollars if you have the budget for those “giveaways.” Nail clippers . . . key chains . . . customers LOVE that something extra, oddly enough, even if they can’t use it. The thought of getting something FREE is very special to the customer.

  • SHOW YOUR TEETH.

(In Telephone Doctor language that means to smile.) There are many people who think they’re smiling, but aren’t. So Telephone Doctor’s motto is: SHOW YOUR TEETH. Smiling is one of the best customer service techniques there is. It’s so frustrating to walk into a store, or call some place and not see or hear a smile. And, yes, you can hear a smile!

  • ASK QUESTIONS

A super way to offer superior customer service is to ASK QUESTIONS. Build on what the customer is talking about. Listen for one or two words that you can ask something about. Even a simple, “Tell me more,” will work. Once the customer is talking, you will be able to help them much better.

  • USE COMPLETE SENTENCES

One word answers are semi-useless in customer service. And one word answers are definitely perceived as RUDE. “Yes,” “no,” and the like, tell the customer “I’m not really interested in you or what you need.”

  • CARE

Most people have what Telephone Doctor calls the CARE GENE. Some of us use it more than others. We just forget we have it. Learn to CARE what your customer’s needs are. CARE what they are referring to. CARE about your customers and they will take CARE of you.

  • LAUGHTER

Laughter will lighten the load. Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers. 

Put any one of these Telephone Doctor customer service skills and techniques tips into action and watch what happens. They intertwine with each other and make customer service special. Use all ten methods of customer service and expect more business.

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Give your team the tools to master these communication concepts:

  • 4 steps to handle & defuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • How to compose an effective customer service email
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas the moment they appear
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the Power of You during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
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