We all like to be treated with good customer service -- respect and kindness -- when receiving services or purchasing products, but how many of us are conscious of our own attitude and body language when the roles are reversed and we are the service provider? Good customer service is crucial to the success of most businesses, regardless of the profession. It can increase profits, establish a respected reputation, build customer relationships and establish loyalty.
It doesn't matter what position you hold in a business because any employee can benefit from practicing good customer service. When you show your employer that you value the quality of services or products it provides, you become a valuable asset ? making you eligible for promotion and/or a raise.
Thank goodness that acquiring good customer service skills is a really simple task. All it takes is a little dedication and a genuine desire to treat your customers the best that they deserve.
To get started, think about how you greet your customers. Do you avoid saying hello or even acknowledging them? It is very important to make eye contact and greet a customer to show that you are available to provide them service if its needed.
Properly greeting customers also shows that you are confident; however, you need to be confident for a reason. You should have a good understanding of the product and/or services you provide so that if a customer has a question or needs assistance, you are able to deliver a satisfactory response.
It is also vital to be aware of your body language. What does your body language say about you? Slouched shoulders and a frown convey a lack of confidence and unhappiness or you could just be having a bad day. However, try to leave negativity at home and away from the workplace.
Smile often, if appropriate, or model the emotion that is suitable to the situation. For example, if a customer is venting about an issue, do not smile constantly. Instead, nod and maintain eye contact to show that you empathize with their concern. Also use a tone of voice that conveys friendliness and sensitivity ? the right tone shows customers that you care about their needs.
Lastly, think about how you end a customer interaction. Did you resolve any issues or questions a customer presented? Never end an interaction without making sure that the customer is satisfied with the service you provided. Avoid this scenario by asking, ?Is there anything else I can do for you today?? or ?Did I answer your question??
The importance of good customer service cannot be emphasized enough. You can build and maintain customer loyalty and grow your business incredibly with the power of a smile and listening ear.
What Makes Good Customer Service
Last week I went to a local pharmacy to have a prescription filled. As I approached the prescription counter I noticed a sign beside the cash register that said, " Let's Talk." Considering it an invitation I said in a friendly, cheery voice, " OK let's talk." and proceeded to say " How are you today?" The woman waiting on me was not amused. She looked at me in frigid, non-responsive silence and finally said cooly, " Can I help you?"
It didn't take a degree in nuclear physics to figure out that she was totally ignoring my humble attempt to be friendly so I too immediately responded to her icy tone with one of my own. I gave her the information regarding my prescription and was told curtly that I was at the wrong counter. I was at the "PRESCRIPTION OUT" counter when I should be at the
" PRESCRIPTION IN " counter. How silly of me to make such a mistake. Maybe that's why she was so unfriendly to me. I had committed a huge unforgivable sin in Pharmacy Land.
As I approached the proper counter I once again saw the sign, " Let's Talk." and decided to give the place a second chance. I looked at the lady waiting on me and said once again in an upbeat and friendly tone, " The other woman who waited on me wasn't really in the mood to talk so I came down here. So "Let's talk."
Again stone cold, icy silence followed by " Can I help you?" If you can't beat them, join them so I too became cool, abrupt, assertive and said, " Mike Moore/ Doctor Quinn/ asthma medication/ repeat required please. She checked the computer and found that I did have 4 repeats left. I told her that I would be in at 10:00 a.m. the next day to pick it up and I left. I know I shouldn't have responded in kind but I was ticked off at the way a paying customer was being treated.
I wanted to hand the woman my card and tell her that I spoke to companies and organizations on customer relations and would be more that happy to conduct a seminar for their employees on the topic. But I didn't.
I'm not saying that dealing with the public is easy. It isn't. In fact it can be very stressful but you can neutralize the stress with a simple smile and a bit of humor. All these people needed to do when I responded to their invitation to talk was smile and say in a friendly tone, "OK. Let's talk. What can I do for you?"
Simple, easy, effective and it leaves your customer wanting to return to do business with you. Isn't that what customer service is all about?
Both Cathy Warschaw & Mike Moore are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Cathy Warschaw has sinced written about articles on various topics from Kids and Teens, Soccer and Internet Marketing. Cathy Warschaw, Director of the Warschaw Learning Institute provides an online multicultural dental front office course, HIPAA, telephone training and eBooks on team building, managerial, customer service, and marketing at www.WarschawLearningInstitute.co. Cathy Warschaw's top article generates over 60500 views. Bookmark Cathy Warschaw to your Favourites.
Mike Moore has sinced written about articles on various topics from Public Relations, Brand Name and Public Relations. Mike Moore is a speaker/humorist who speaks on " Humor and Stress" Humor in the Workplace" and "Customer Relations" motivationalplus.com/cgi/a/t.cgi?motplusa. Mike Moore's top article generates over 40500 views. Bookmark Mike Moore to your Favourites.
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