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>>Instant
Personal Customer Service Improvement
How
would you like to be better received by your customers
-even difficult customers and get higher ratings on
every call your supervisor monitors?
I have
the perfect solution for you----Introducing Your Instant
Personal Customer Service Improvement Blueprint. This
week I am handing you 8 simple, but proven strategies to
instantly improve your customer service approach. I
guarantee these tips, when implemented, will give you
phone finesse and the edge with unhappy customers. And
your supervisors will be impressed.
1.
Smile -You
can actually hear a smile through the telephone. When
you smile, you sound friendly, interested, and helpful.
You also make the customer feel that your sole intent is
to be of service/ and people really can tell the
difference! So smile!
2.
Don't Say Anything You Wouldn't Say to Your Grandmother
- This simple rule will ensure you are polite, friendly,
and helpful. Think before speaking with customers and if
you would not make the statement to your grandmother,
don't speak it to a customer.
3.
Always tell the caller what you're going to do -
We've all felt that helpless feeling when we've been put
on hold indefinitely or transferred to 3 departments and
still not be able to get through to the right person.
When we do this to callers, we are telling them they
have no choice and certainly no control over the
situation. These feelings produce frustration and a
negative impression of you and your company. One way to
avoid this is to tell callers what you are going to do
before you do it.
When
transferring callers to another person, give customers
the name of the person you are connecting them with. If
you need to place callers on hold, tell them so and ask
if that's acceptable. If you have to research the
problem or speak with your manager, tell the caller
exactly what you need to do.
4.
Use the caller's name - Using the caller's name
during a conversation helps you remember their name.
Remembering names (and using names) shows you are
genuinely interested in your customers and makes future
dialogue or problem solving much easier because using
names helps you create rapport.
5.
Don't customers off - Last week I called my
children's pediatrician to request immunization for my
daughter (she's starting kindergarten in four weeks).
When the receptionist answered the phone, I said:
"I'd like to have my daughter's immunizations
records faxed to me so I can******." The
receptionist cut me off cold mid sentence to abruptly
say: "What's your child's last name. The
interruption was rude and it turned a simple phone call
into a moment of misery.
6.
Express Empathy With Unhappy Customers - Empathy can
be a powerful tool used to disarm an angry customer and
show that you genuinely care about the inconvenience the
customer has experienced. Not to be confused with
sympathy, empathy is identification with and
understanding of the customer's situation and feelings.
You can express empathy by saying something similar to,
"It must have been very frustrating for you to have
experienced a delay in service. For that I am
sorry."
7.
Don't Cop An Attitude When Customers Ask to Speak to
Your Supervisor - Sure, some customers who demand to
speak to a supervisor have an agenda, but that doesn't
mean you have to be defensive or rude. Try one of my
sure-fire responses to the "Get me your
supervisor!" demand: "My supervisor has me in
this position to help customers. Will you give me an
opportunity to help you? If I don't resolve the problem
to your satisfaction, certainly, I'll connect you with
my supervisor." This approach will work nine times
out of ten.
8.
Apologize In The Wake of Problems - Research has
found that when an apology is perceived as genuine,
customer satisfaction increases 10% to 15%. An apology
should be offered both when the company is responsible
for the problem and when the company is not responsible.
An apology does not have to be an admission of fault.
For example, you might say, "I'm so sorry for any
misunderstanding you have experienced." Or "If
I were in your shoes, I'm sure I'd feel just as you do.
I'm sorry for the frustration you have
experienced."
I
urge you to implement every one of these simple tips
today and I promise, you will be better received by
customers and you'll impress your bosses.
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I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
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I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
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