By Nancy Friedman, Founder, President, Telephone Doctor Customer Service Training, Keynote Speaker, Customer Service, Communications, Sales
FACT: Customers go out of their way looking for companies who provide great customer service.
FACT: Some find it; some don’t.
It’s healthy to go over the good old common sense GOLD STANDARD customer service tips. The ones we all know, yet often get left behind. It’s not rocket science, it’s not brain surgery, it’s plain old common sense. But you and I know common sense is not that common.
Here are our BACK TO BASIC – GOLD STANDARD customer service tips, thoughts, ideas, skills and techniques. Short, sweet and to the point. Enjoy and share. The world needs it.
- “Please,” “thank you” and “you’re welcome” always have been, and always will be, powerful words. Seldom overused.
- “You’re welcome” is the best replacement when told, “thank you.” (NO PROBLEM/NO WORRIES are on the KILLER WORDS of customer service.)
- “Sorry ‘bout that” is NOT an apology. It’s a cliche. “My apologies” is better, stronger and more effective when there’s a screw up. “I’m sorry” is when you step on someone’s toes.
- A frown is a smile upside down. Stand on your head if you must but SMILE, darn it! Show me a picture you don’t like & I’ll show you a picture where you’re not smiling.
- You cannot do two things well at once. Pay full attention to the call or the customer. Multitasking isn’t healthy.
- One-word answers anywhere, email, phone or in person, are often perceived as cold and rude. If you graduated 3rd grade you know: Three words make a sentence; be generous.
- Learn what phrases frustrate your customers. They’re probably the same ones that bother you.
- When was the last time you sent flowers or even a ‘note to say hello’ to someone “just because?” Powerful tip.
- Drop a personal handwritten note to a client and say, “Thanks for being a good client,” or “good friend” or “thanks for being you.” NO sales pitch. A simple ‘thank you.’
- “Hey, how are ‘ya?” is not a great way to start up a business conversation. In fact, it’s not any way to start up any conversation. Period. “Good to talk with you” is far more effective or “Nice to see you” and “Glad you’re here” are better.
- Out with friends or family? Put the cell phones away. Talk for 30 minutes.
- Email manners? Basically, the same as phone and in person. Spell check is imperative! But it doesn’t check your good grammar.
- The old: “don’t tell ‘em what you can’t do; tell ‘em what you can do” applies to most, if not all, customer interactions. No one likes: “we can’t do that.”
- Get excited! Enthusiasm is contagious. Start an epidemic. Make sure you say something fun, nice and appropriate in every conversation, on the phone or in person.
- Oh, and smile. YES, that needed to be said twice. Telephone Doctor Motto: “A phony smile is better than a real frown.”
Start with these tips, skills, ideas and techniques, and you’ll notice a big difference in how your customers respond.
Share away. Thank you.
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