The 5 Golden Rules of Customer Service

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					The 5 Golden Rules of
  Customer Service
Chances are if you're a living, breathing,
 money spending human being, you have
 at some point been a customer.
The chances are also high that at some
 point in your life that you have been a
 victim of rude, abrasive, or downright
 unhelpful customer service.
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It's surprising just how little some
  companies value good Customer Service.
  How your customers are talked to and
  handled by staff is inextricably linked to
  the customer's image of the company
  and so is essential to the health of the
So with this in mind, here are the 5
  Golden Rules that businesses should bear
  in mind when dealing with their
Share a smile - even a joke!
Okay, so you don't need to become Eddie
  Izzard. But customers - especially those
  in busy shopping environments - will
  likely be feeling a little stressed or
  anxious. Simply smiling, making a joke,
  or even just starting some good old
  English small talk about the weather will
  smooth tensions and give your customer
  a much more pleasant experience.
Deal with complaints
Some businesses seem to develop an
  unhealthy 'us and them' mentality
  between the customers and employees.
  So if a customer complains to you about
  the business or another employee, it can
  be easy to take personal offence and to
  disregard the complaint.
The problem is, if one customer
 complains, whether it is about a rude
 member of staff or being held on the line
 for too long, it is likely others will pick up
 on it too, and before too long you will
 have a whole bunch of complaints.
Instead of taking offence, take the
 complaint as a opportunity to improve
 your business.
Always deal with the customer
Note the keyword in this sentence is
  "yourself." It can be tempting to palm off
  your customer onto another employee -
  especially if you're busy.
But the thing is customer service is a
 shared responsibility and nothing makes
 a customer feel more uncomfortable than
 being made to feel like their presence
 isn't wanted.

The customer has asked you where to
 find the egg aisle, so unless it is beyond
 your capability, you should be the one to
 take them.
 The customer is always right (even
  if they're not!)
Admittedly, there will be times when
  customer has misread, misunderstood, or
  are just plain wrong. Some customers
  may even get quite abrasive at insisting
  their refund IS valid, despite not having
  read the small print at the bottom of the
While it is tempting to reply to such
 behaviour with your own shirtyness, you
 should always try and be sympathetic to
 the customer.
Explain to them carefully the policy, call
 over a manager to discuss the matter
 and generally show them you are doing
 everything in your power to rectify their
 Probably the most important of the
 Golden Rules, and despite being one of
 the most basic forms of politeness, is
 surprisingly often ignored. It doesn't
 matter if your customer is telling you
 about their day, complaining to you
 about your business or calling you for
 assistance from the top of an aisle, you
 need to show at all times that you are a
 polite, attentive and helpful member of a
 team who values their customer's input.
Customer service begins from the
 moment your customer walks in the door
 and lasts until they leave. Everything you
 do will be judged and your flaws
 exposed. Stick to the five golden rules
 and you should be on the right path.
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Description: Chances are if you're a living, breathing, money spending human being, you have at some point been a customer.