Customer Service Training:
Customer Service Skills - Where Has it Gone? Can We Get it Back?
Remember when you went to a restaurant and the waitress called you "Sir" or "Ma'am"?
Remember when you called a large corporation on the phone and the company representative addressed you as "Mr." or "Mrs."?
Remember when you could ask for something at the store and the counter person said, "Yes, I'd be happy to get that for you."?
Maybe you don't remember those days. Those of us of a certain age certainly do remember, though! Where have those customer service skills and niceties gone?
Or better yet, how can we get them back?
A certain restaurant I know goes the extra mile for its customers. The owner has great customer servie skills and so do his staff. He makes sure that the customers have a memorable, pleasant experience, so that diners will want to return. What is particularly interesting about this is the philosophy of the owner. He says, "Anyone can cook. The customers can stay home and prepare their own meal for less time and money. The reason they come to my restaurant is because they want to be treated special. We go out of our way to do this."
And he's right. The waitpersons do not address the table as "You guys." The dining table is set with clean, fresh linen, and the plates, glasses and silverware always sparkle. The flowers are fresh, changed daily, and even the busboys have been trained on customer service skills - they work to remember the customers' names and preferences.
How can we make our customers feel special in this same way?
One way is simply to treat the client with respect. We are not their best friends, so why would we address the customer informally by their first name? Good customer service skills require a measure of deference.
Realize that your customers' time is valuable, so asking a simple question, such as "How can I help you today?" may go a long way toward showing your client that they are valuable, and valued, by your business. Then go out of your way to get your clients' wishes accomplished. Own the call, or own the client. Take responsibility, and help them with their question, need or problem. Get it fixed. That's customer service skills.
Thank your customer at the end of your transaction or discussion. Show the customer that you appreciate their time and patronage. It never fails to amaze me when I go through the checkout at a store and the cashier just says my total, "$29.96," and then nothing else. No "please." No "thank you." It makes me feel as though the store feels entitled to have my business, instead of grateful. It makes me feel unappreciated.
Customer service skills these days are getting less and less common. To succeed in business and make clients want to return, we need to help them see that we value them and their support. Even if a store or transaction is more expensive at your establishment than at a competitor's, customers will return again and again to the store where they feel respected and appreciated because of your customer service skills.
Source: Mark H. Daniels http://www.mysaleshero.net/
Related: Customer Service Skills
Customer Service Training:
Customer Service Skills - Where Has it Gone? Can We Get it Back?
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