A Crash Course on Customer Service
Posted by Word Alive International Outreach | | Posted on 4:46 PM
One of my all-time favorite quotes is...."Customer service is not a department, it's an attitude."
How true it is! As much as we try to complicate what great service is...it's really pretty simple: It is giving more than the customer expects...consistently. You notice I said simple, not easy. There is a big difference.
Enjoy the Chapter I titled: "A Crash Course on Customer Service."
Excerpt from
Customer Love,
by Mac Anderson
The 10 phrases from my friends at Walk the Talk are an illuminating reminder of how uncomplicated it is to make customers feel loved. People don't care how much you know, (or what you sell, or what type of service you provide) until they know how much you care!
The 10 most important words:
"I apologize for our mistake. Let me make it right."
When something goes wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
The 9 most important words:
"Thank you for your business. Please come back again."
Repeat customers cost less than new customers and are often more loyal.
The 8 most important words:
"I'm not sure, but I will find out."
It's ok if you don't know the answer; it's not ok to make the customer keep searching for it. That's your job.
The 7 most important words:
"What else can I do for you?"
Be prepared to go the extra mile, there is less competition there.
The 6 most important words:
"What is most convenient for you?"
Your customers will be pleasantly surprised when you ask what's convenient for them.
The 5 most important words:
"How may I serve you?"
This question reinforces your role in the relationship. Play that role the best you can.
The 4 most important words:
"How did we do?"
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
The 3 most important words:
"Glad you're here!"
Customers who feel welcome spend more time, more money and are more likely to return.
The 2 most important words:
"Thank you."
Basic manners... but how often do you get thanked when you're the customer?
The MOST important word:
"Yes."
Become a yes person.
Live with Passion,
Mac Anderson
Founder, Simple Truths
MAC ANDERSON is the founder of Simple Truths and Successories, Inc., the leader in designing and marketing products for motivation and recognition. These companies, however, are not the first success stories for Mac. He was also the founder and CEO of McCord Travel, the largest travel company in the Midwest, and part owner/VP of sales and marketing for Orval Kent Food Company, the country's largest manufacturer of prepared salads.
His accomplishments in these three unrelated industries provide some insight into his passion and leadership skills. He also brings the same passion to his speaking where he speaks to many corporate audiences on a variety of topics, including leadership, motivation and team building.
Mac has authored or co-authored twelve books, which have sold more than 3 million copies. They include: 212°...The Extra Degree, Change is Good...You Go First, You Can't Send a Duck to Eagle School, The Power of Attitude, The Essence of Leadership, The Nature of Success, The Dash, Charging the Human Battery, Finding Joy, Customer Love, Motivational Quotes and Learning to Dance in the Rain.
For more information about Mac, visit www.simpletruths.com.
Simple Truths, LLC., 1952 McDowell Road, Ste. 205, Naperville, IL 60563, USA
Phone: 800-900-3427 / 630-946-1460
Copyright 2008, Simple Truths, LLC. All rights reserved.
How true it is! As much as we try to complicate what great service is...it's really pretty simple: It is giving more than the customer expects...consistently. You notice I said simple, not easy. There is a big difference.
Enjoy the Chapter I titled: "A Crash Course on Customer Service."
Excerpt from
Customer Love,
by Mac Anderson
The 10 phrases from my friends at Walk the Talk are an illuminating reminder of how uncomplicated it is to make customers feel loved. People don't care how much you know, (or what you sell, or what type of service you provide) until they know how much you care!
The 10 most important words:
"I apologize for our mistake. Let me make it right."
When something goes wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
The 9 most important words:
"Thank you for your business. Please come back again."
Repeat customers cost less than new customers and are often more loyal.
The 8 most important words:
"I'm not sure, but I will find out."
It's ok if you don't know the answer; it's not ok to make the customer keep searching for it. That's your job.
The 7 most important words:
"What else can I do for you?"
Be prepared to go the extra mile, there is less competition there.
The 6 most important words:
"What is most convenient for you?"
Your customers will be pleasantly surprised when you ask what's convenient for them.
The 5 most important words:
"How may I serve you?"
This question reinforces your role in the relationship. Play that role the best you can.
The 4 most important words:
"How did we do?"
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
The 3 most important words:
"Glad you're here!"
Customers who feel welcome spend more time, more money and are more likely to return.
The 2 most important words:
"Thank you."
Basic manners... but how often do you get thanked when you're the customer?
The MOST important word:
"Yes."
Become a yes person.
Live with Passion,
Mac Anderson
Founder, Simple Truths
MAC ANDERSON is the founder of Simple Truths and Successories, Inc., the leader in designing and marketing products for motivation and recognition. These companies, however, are not the first success stories for Mac. He was also the founder and CEO of McCord Travel, the largest travel company in the Midwest, and part owner/VP of sales and marketing for Orval Kent Food Company, the country's largest manufacturer of prepared salads.
His accomplishments in these three unrelated industries provide some insight into his passion and leadership skills. He also brings the same passion to his speaking where he speaks to many corporate audiences on a variety of topics, including leadership, motivation and team building.
Mac has authored or co-authored twelve books, which have sold more than 3 million copies. They include: 212°...The Extra Degree, Change is Good...You Go First, You Can't Send a Duck to Eagle School, The Power of Attitude, The Essence of Leadership, The Nature of Success, The Dash, Charging the Human Battery, Finding Joy, Customer Love, Motivational Quotes and Learning to Dance in the Rain.
For more information about Mac, visit www.simpletruths.com.
Simple Truths, LLC., 1952 McDowell Road, Ste. 205, Naperville, IL 60563, USA
Phone: 800-900-3427 / 630-946-1460
Copyright 2008, Simple Truths, LLC. All rights reserved.
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