I’m one of those people for whom customer service really matters.
We’re hearing more and more that it’s becoming difficult to get quality service. We also see messages asking us to be courteous with staff.
Our fast-paced lives can sometimes make us impatient, even intolerant. This can come through in our communication and negatively impact our relationships.
Here are a few practical tips for delivering—or receiving—great customer service.
1. Stay focused on the task at hand by avoiding distractions that can affect your concentration (phone, emails, etc.). It becomes much easier to respond to a client while keeping your FOCUS on the job in front of you.
2. Show empathy; understand what the client is asking for. Welcome them calmly and with a smile. The client shouldn’t feel that you’re tired or distracted—they might think they’re bothering you or that their request isn’t important, which isn’t the case.
3. Listen actively—let the client express themselves without unnecessary interruptions. Take notes if needed.
4. Respond to your client to the best of your knowledge. If unsure, take the time to verify the information to ensure quality service.
5. Make sure you’ve addressed the request by summarizing the conversation. If needed, follow up by email, including your contact details and availability.
Just like with customer service, these same tips apply to the people handling our own requests. We support them by being courteous, staying calm, and keeping a smile.
Keeping your FOCUS means recognizing that the people around us matter!
