TOP 10 TIPS ON CUSTOMER SERVICE
by Debra Templar, The Templar Group
1. DECIDE ON WHAT IT IS YOU WANT YOUR BUSINESS TO BE KNOWN FOR IN RELATION TO SERVICE (I.E. what do you want your customers to say about you, your staff, your business after they’ve left...?)
2. LISTEN TO WHAT YOUR CUSTOMERS TELL YOU ABOUT YOUR BUSINESS – THE GOOD, THE BAD AND THE DOWNRIGHT UGLY...especially the bad and the ugly.
3. LEARN TO BE FRIENDLY
• Assume customers are friendly people and be prepared to like them. They are not naiive people who will buy anything from anyone.
• Expect the best from your customers – not the worst.
• Ensure your body language, talk language, eyes and mouth convey a willingness to be friendly;
• Smile with your eyes – not just your mouth;
• Be prepared to drop what you’re doing to assist – with a willing attitude.
4. MAKE EVERY CUSTOMER FEEL LIKE A TREASURED GUEST
5. ALWAYS WEAR A NAME BADGE SO THAT YOUR CUSTOMERS CAN CALL YOU BY NAME
• Introduce yourself even when wearing your name badge
• Always wear YOUR name badge (and, yes, you know exactly what I’m talking about!)
6. ALWAYS LOOK PROFESSIONAL AND STAY IN CONTROL
7. RESPECT THAT CUSTOMERS VOTE MOST CLEARLY WITH THEIR PATRONAGE
8. BE ALERT TO WHAT MAKES YOUR CUSTOMERS HAPPY, THEN APPLY WHAT YOU LEARN TO YOUR BUSINESS
9. MAKE IT EASY FOR YOUR CUSTOMERS TO DO BUSINESS WITH YOU
• Street numbers
• Parking
• Hours of operation clearly marked
• Customer friendly website
• Accept credit cards
10. ONLY EMPLOY BRIGHT EYED PEOPLE – No Slugs! Slugs will destroy your business.
