KEY BEHAVIORS FOR CUSTOMER SERVICE EXCELLENCE
KEY BEHAVIORS FOR CUSTOMER SERVICE EXCELLENCE
Professionalism
Presentation is everything Office presentation Personal appearance (hair, make-up, uniform) Body language Confidence
Actively listen to our customers Eye contact Repeat key points of what the customers' needs are (emotional selling points) Remember what the customer needs are (write them down)
Courteous
Build professional rapport Cheers phenomenon "Where everybody knows your name..." Be conversational Use the client's name
Follow the golden rule ? Treat others as you would like to be treated Use please when asking for information, use thank you when they provide information Tell them why we're asking for information (THE WHY) Sincerity, interest and willingness to help
Friendly
Make the job fun! If you're having fun, the customer feels it Greet/acknowledge
Verbal greeting- eye contact, hand shake etc. Acknowledge their valuable time Introduce yourself (who are you and what role you will be playing in their
care) Energy = Tone & body language
Tone ? inflection & projection Body Language (I care or I don't care) Love all our clients and potential clients: everybody deserves great service! Love them with recognition! Recognize: Customer loyalty (how long they have been with you) Referral status (how many clients they have referred to the practice) Multiple treatment (that they keep coming back for the next step)
Knowledgeable
Make it easy to do business with us:
Efficient/speedy service Want people who are knowledgeable
Be confident when communicating with your clients (if you don't have the answer, you will find it)
Giving clear expectations (here is what we can do, here is what we need from you)
Be proactive ? guide the customer through the process Anticipate needs
Listening will open up opportunity for solutions (80% listening 20% talking) Ask questions to make sure the customer is getting everything they need Translate the customer needs to a solution
Customer Advocate
Take personal responsibility Recommendations ? to make the customer's life easier and save them money
and time Always look for ways to make things simple
Services Processes Save money
Taking Ownership:
Focus on what WE CAN DO for the customer Instead of I'll try...Use I'm sure I can Instead of somebody will... Use I will Instead of They ... Use we
Handling difficult situations:
Apologize and quickly move to provide solutions Inconvenience Service delay Don't avoid the truth, provide the customer with OPTIONS and potential solutions
Empathy includes reassurance and options/solutions ? It's appropriate to empathize when a customer is dissatisfied with a process that has to be followed
Once a solution is identified, this is a great time to promote The Owner. A lot of the time, your practice is the solution for the many different issues that the client has. Honesty is the best policy When you turn around an unhappy client that client can quickly become an advocate/promoter of your proactive.
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related download
- the importance of excellent customer service
- delivering excellent customer service in the long‐term
- sample bullets for work experience
- excellent customer service a dozen best practices
- 50 activities for achieving excellent customer service
- how to provide customer service excellence
- developing excellent customer service skills in long term
- golden rules of customer service
- key behaviors for customer service excellence
- the keys to customer service excellence with shep hyken
Related searches
- job description for customer service manager
- compliments for customer service examples
- summaries for customer service resume
- descriptive words for customer service skills
- resume examples for customer service manager
- summary for customer service resume
- skills for customer service manager
- salary for customer service supervisor
- synonym for customer service rep
- english for customer service pdf
- inspirational quote for customer service reps
- sample resume for customer service rep