Six Steps of Excellence in Customer Service

24 Mar

I. Feel Good About Yourself:

Each of us has the responsibility to look after our own feelings. We need to give ourselves recognition for good work. And we need to commit ourselves to goals that are worthy of our abilities.

When you know you are doing your best for others, both customers and working associates, you will feel good. Concentrate on your strengths. Recognize the importance of your role. You can make the difference. Every minute of the day choosing to do so will cause us to feel good.

II.  Practice Habits of Courtesy:

Everyone has the right to expect courtesy from you. To be so self centered or preoccupied with your work that you forget to show courtesy with each contact is to signal that you don’t care. On the job practices of courtesy are an important part of everyone’s role to signal respect. The more you give the more you will get back.

III. Give Positive Communications:

It costs you nothing but a little effort and the rewards are great. Every human contact is an opportunity to give the gift of good feelings through the words you say. People can’t read your mind; what you say is evidence that you care.

 IV.  Perform for the Customer:

Customers have the right to demand performance. They aren’t interested in our problems and excuses. We constantly need to ask ourselves “is our performance resulting in satisfied customers?” “Don’t promise what you can’t deliver and what you promise” is a good guideline.

 V.   Listen Carefully

Jobs can become routine. When you see hundreds of customers, you can become desensitized to an individual. You have to concentrate on each person. Get in tune with their situation, their attitudes and needs. Anticipate, read between the lines, ask questions, get involved…to show you care and to know what will satisfy the customer. Even complaints are a positive resource if you listen and act.

VI.  Learn and Grow in Your Job:

“Grow where you’re planted.” Every job offers an opportunity for greatness. In a sense, everyday you either grow or die mentally. Learn about your company, learn about you products, learn about your customers. With learning comes self-fulfillment. Don’t wait for someone to give it to you, go after it.



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