Try these 10 techniques to advance your customer service, suggested by Nancy Friedman, president of the Telephone Doctor, a St. Louis, Mo.-based human resources firm.
1. Be a double-checker. Learn to use those words. 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.”
2. 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.
3. Get involved. Let your customers know you’re on their team. If you’re writing up a service agreement for someone, let them know how nice their choice is. Get excited with them. When customers feel as though you’re part of the package, they love it.
4. 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.
5. 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 their parents. Or balloons. 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 for free is very special to the customer.
6. Show your teeth. (In Telephone Doctor® language, that means to smile.) There are many people who think they are smiling, but they aren’t. So, Telephone Doctor’s® motto is: Show your teeth. Smiling is one of the best customer service techniques there are. It’s so frustrating to walk into a store, or call someplace, and not see or hear a smile. (And, yes, you can hear a smile!)
7. 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 better.
8. 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.”
9. 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 about what your customers’ needs are. Care what they are referring to. Care about your customers – and they will take care of you.
10. 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.
Nancy Friedman, president of Telephone Doctor®, a St. Louis, Mo.-based training company, is recognized as a speaker on customer service and telephone skills. She has spoken to numerous associations and organizations worldwide. She may be reached at 800/882-9911. Visit her online at www.telephonedoctor.com.