Amazing Customer Service

1. Train your customer service reps in active and empathetic listening skills - the customer wants and needs to be heard.

2. Develop a customer centric organizational culture - measure and reward excellent customer service as your key objective.

3. Help your service reps develop high emotional intelligence - choosing the appropriate response instead of being reactive.

4. Give your customer service reps the tools, the words and the language they need to provide the best service possible - help

5. them practice what to say and how to say it.

6. Teach your frontline reps not to prejudge any customer - we've all heard stories in which a very valuable customer took their business elsewhere because they were treated poorly based on how they looked. "You can't judge a book by its cover!"

7. Remember what customers want and:

   a) Do it right the first time.

   b) If you make a mistake, don't try to cover it up, fix it right away.

   c) If the customer realizes your mistake, proceed with recovery to win their loyalty.

(from: "The Quality Advantage" by Organizational Dynamics Inc., 1991)

<< Back

_____________________________________________________________________

"We invite you to use the articles, tip sheets and other information from our site on your website or in your print publication or ezine.  We ask that you attach the following credit:

"This (information, article, tip sheet or form)  was obtained through The Marrek Group website (www.marrek.com)." The Marrek Group invites you to sign up for their complimentary bi-weekly national newsletter by emailing info@marrekcom.

Top