A couple of take away from the mentioned course I attended this morning.
1. Generally, bad customer service experiences are not caused by product or service-related issues. They happen because the representative does not treat the customer with respect.
2. “Golden Rule” says, people do not want to be treated the way you want to be treated. They want to be treated the way they want to be treated.
3. Facts: Customers are not an interruption of our work. We are not doing them a favor by serving them. We are not the only game in town. The second we make it hard for them to do business with us, they will leave.
Tips:
1. Generally, bad customer service experiences are not caused by product or service-related issues. They happen because the representative does not treat the customer with respect.
2. “Golden Rule” says, people do not want to be treated the way you want to be treated. They want to be treated the way they want to be treated.
3. Facts: Customers are not an interruption of our work. We are not doing them a favor by serving them. We are not the only game in town. The second we make it hard for them to do business with us, they will leave.
Tips:
- Take care of a customer’s product or service issues and their personal needs without being asked to do so
- Volunteer to take the extra step even when you do not have to
- Treat their problems or issues with the same urgency as if they were your own
- Determine the personal needs of the customer and then satisfy those needs
- Listen with interest and ask questions to find out what is important
- Show respect and professionalism
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