Customer Service Checklist Training

Newbies &

the Tech Savvy

Social butterflies and those starved for attention

Few other businesses/institutions assist the wide array of people as we do.

What makes a

Customer Service

Experience exceptional?

Communication

Words are only 7% of communication

You communicate more than you know. 55% is Body Language and the other 38% is voice tone.

Smile!

Try saying "Good Morning" with a Frown. Mouth Acoustics make a Smile something you can hear.

The Paris Transit Authority made smiling part of their campaign to increase civility. Posted signs say, "Sharing 1 smile makes the journey a pleasure" and "2 smiles shared can light up 1 day"

"Keep your thoughts positive because your thoughts become your words. Keep your words positive because your words become your behavior. Keep your behavior positive because your behavior becomes your habits. Keep your habits positive because your habits become your values.

Keep your values positive because your values become your destiny."

- Mahatma Gandhi

Listen

You don't have to agree with them, just listen.

Make Eye Contact

It's really creepy when you don't.

Empathy

Treat your customers and coworkers with respect!

Despite their behavior at times, customers are real people with feelings.

Consider that you probably spend more time with your coworkers than your own family. It is easy to take things out on family members, or people you spend a lot of time with.

Internal Customer Service

Return phone calls and emails promptly.

Use the appropriate greeting when answering the phone.

Always identify yourself on the phone.

Even on the staff lines.

Know your customer expectations and try to exceed them. They came here for a book today. What else could they leave with?

Know how every aspect of your job affects customers. There are no unimportant tasks.

Take personal responsibility.

Saying "I'm sorry" does not mean that it is all your fault. The customer is talking to you. What are you gonna do about it?

Don't take it personally.

If you've done all you can, it's okay to refer to a supervisor. If the customer asks to speak to someone else, make the appropriate referral.

Don't make internal problems the customers' problem.

It does not help when we blame others.

Don't let your last customers problems become your next customers problems.

Stay Calm

Who is responsible for safety and security?

Stand up straight and breathe deeply.

Be firm, consistent and assertive when setting limits and boundaries with customers.

Introduce: "Hi, My Name is ..."

Explain: " I noticed that..."

Ask: "I need to ask you..."

To De-escalate:

Move upset person away from others

Use assertive whisper

Underpromise and Overperform

Offer Options

Customers for whom you fix a problem are even bigger fans than customers who never had a problem in the first place

Problem + Delay = Crisis

Internal Customer Service Tip: This applies to frictions between staff members. Having a crucial conversation and/or alerting your supervisor to the situation can prevent a molehill from becoming a mountain.

Make sure they have all of their questions answered.

How to Settle a Dispute by Kenneth R. Feinberg

In all the negotiations I do, there's a priority list:

One, know the facts.

Two, be dogged.

Three, keep an open mind.

Next, be creative in getting to "yes."

Finally, a very important basic proposition: Put yourself in the other person's shoes.

Talk amongst yourselves. What processes can be changed at your location to the benefit of the customer?

Customer Service

Who are our customers?

Haves and Have-Nots

Resolution

Be Positive

Customers aren't interested in what you can't do for them. Tell them what you can do for them.

YOU!

Author and Attorney

It is a rare few who can innately exercise the flexibility necessary to successfully serve such a diverse customer base.

Attitude

Know what it is like to be a customer.

Don't let their bad day become your bad day.

Job Knowledge

Be an Etch-a-Sketch. Shake it off. Start over.

Learn from the situation but let go of past frustrations.

You be the Judge!

You can't provide good customer service if you are losing it.