1. Smile to customers
2. Speak with a pleasant voice
3. Act like you are happy to see/speak with a customer – even if you are having a bad day
4. Listen to the customer
5. Repeat what the customer says to you to assure you understand their problem
6. Acknowledge there is a problem
7. Apologize to the customer for any problem, regardless if it wasn’t your fault
8. Accept responsibility
9. Give the customer you’re contact information
10. Give the customer a specific time you will contact them
11. Empathize with the customer
12. Treat a customer with respect
13. Let the customer know you are there to help them
14. Let a customer know what steps you’re taking to help them
15. Be proactive – Offer to assist even if it’s not your job or they don’t expect you to
16. Get help if you don’t know what to do to help the customer
17. Validate a customers feelings
18. Make the customer feel good about themselves (i.e.: “That was really smart of you to shut the water valve off when you saw the leak”)
19. Go above and beyond even if you don’t have to
20. Ask a customer if it’s ok to place them on hold
21. Thank a customer for holding
22. Apologize for any delay caused by you
23. Give out correct information
24. Always follow up with a customer
25. Always thank a customer for their business
May 18th, 2009 at 8:04 am
[...] It means all the things we’ve been reviewing in Things You Should Do in Customer Service. [...]
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[...] bring us to our numbers 13 and 14 on the Top 25 Things You Should Do In Customer Service [...]
June 5th, 2009 at 10:38 am
[...] words that pack a whole lotta meaning. This quote ties in nicely with #15 of our countdown for The Top 25 Things You Should Do in Customer Service: Be [...]
June 12th, 2009 at 9:28 am
[...] is why, on my list of the Top 25 Things You Should Do for Customer Service, I mentioned you should listen and restate what the customer tells you so you’re clear on [...]
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[...] takes us to the next item on the 25 Things You Should Do in Customer Service list: Validate the customer’s [...]
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[...] point here I’m making is number nineteen from the “Top 25 Things You Should Do in Customer Service” list – going above and beyond. The Japanese have taken going above and beyond to a new level. So [...]
September 4th, 2009 at 12:20 pm
[...] brings me to today’s post, which also happens to be the final post for the 25 Things You Should Do In Customer Service. And that is to be sure to always thank your [...]