Making a Difference Through Customer Service

When frontline service reps understand the value of their work, morale, teamwork and professionalism skyrocket.

Making a Difference Through Customer Service shows reps the importance of customer service, it describes the basic expectations that all customers have, and it discusses the steps every rep can take to better serve their customers and their company.

In the section below, you’ll see just how much useful, morale-boosting and skill-building information is packed into a brief half page of this practical guide.

Understanding and meeting customers’ expectations

The next logical question is what can reps do to make all of these positive things happen and to avoid the negatives? The answer: It’s all about meeting customer expectations. ...

...Fortunately, there are a handful of very basic service practices that all customers expect and, which all organizations and all reps can provide:

• Show genuine concern for the customer and their feelings. Take customer concerns seriously by putting yourself in the customer’s place. Simply pause and ask yourself, “How would I feel if this were happening to me?” That reflection will go a long way in helping you understand the customer’s concern and respond appropriately.
• Show your appreciation for their business. Even in today’s self-service business environment, customers expect, and appreciate a sincere thank-you for giving their business to a company. You can do this with a few words of thanks such as, “Thank you for calling, Mrs. Green. We appreciate your business.”
• Show your integrity. Do what you tell the customer you are going to do. Explain the process and steps involved, and provide an honest estimation of the timeframe involved.
• Show your respect for all customers. This means being polite when dealing with customers, and giving them the benefit of the doubt when complaints and/or problems arise. Equally important, it means treating all customers with dignity regardless of race, gender, culture, or other characteristics.
  

  Another way to show respect is to use the more formal terms of address such as Mr., Mrs., and Ms. with all customers until they give you permission to use their first names. If you don’t know their name ask. If you’re not sure about the pronunciation, ask. And, of course, make sure to never use “cutesy” names like “honey,” “sweetie,” and “dear.”

These are some of the most basic expectations that all customers will have when they contact your company. By meeting these expectations and then going one step further, you can make an even greater contribution.

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