I’m sure we’ve all experienced excellent customer service, horrible customer service and a whole spectrum in between. Customer service basics seem to have gone by the wayside. For some reason many people in customer service have never been trained how to give good service. Sure they’ve been trained how to use the cash register or any number of other tasks that their job requires, but how to interact positively with a customer wasn’t part of training and it should be because it is obvious that some just don’t get it.
No worries, I have taken it upon myself to give you the Top 10 Tips of Customer Service:
- Acknowledge a customer. No, rolling your eyes at them does not count! Say hello, smile (even if you’re on the phone), and get on with helping them.
- Listen to them. Sure you may hear the same questions a hundred times in a day, but this is the first time that this particular person has asked it, so don’t cut them off and blurt out an answer.
- Help them. You are there to guide them through the process. Be informed and informative.
- Be personable, but not personal. There is a difference between being friendly and courteous and over-sharing. The customer doesn’t need to know what is going on in your personal life. Perhaps telling them about the bender you went on last night is not necessary.
- Keep it professional. Do not take personal phone calls or text while you are supposed to be helping someone. You’re at work for cryin’ out loud!
- The customer is always right, NOT! We all know the customer is not always right. Some customers are just plain wrong, but there is no point in fighting with them. Again, listen to them, explain whatever needs to be explained,and if you can’t resolve the situation, find someone who makes more money than you (i.e. a supervisor) to deal with the disgruntled customer.
- Take your breaks. Yup, you need a break. Dealing with people and their needs all day can be draining. Take all of your designated breaks and use them as a break, not to catch up on work.
- If you are sick, call in sick. No one wants to be helped by someone who looks or sounds like they are at death’s door. It ruins the whole experience.
- Be patient. Not everyone is as brilliant as you are. Cut them some slack.
- Serve others as you would have them serve you. At some point or another, we are all customers. Treat customers the way you like to be treated when you are a customer.
These are my top 10 customer service tips, what would be on your list?