Award-Winning Customer Service

101 Ways to Guarantee Great Performance

Author: Renee Evenson
Pub Date: 2007
Your Price: $24.95
ISBN: 0814474543
Format: Hardcover

• Overview
• Sample Chapter
• Praise for this book
• Table of Contents
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Chapter 14

QUICK TIPS

Cue Cards

“Life is very interesting . . . in the end, some of your greatest pains, become your greatest strengths.”

—DREW BARRYMORE

Even when directors spend the time necessary to thoroughly rehearse with their actors, they know that rehearsals alone may not be enough to get through the complete run of a play. Actors can flub, whether it is opening night or the one hundredth performance.

As a customer service star, you may face the same challenge. Even when you take enough time to learn how to do your job, there are times when you need a quick fix, a quick learning tool, or an attitude adjustment to reinforce previous training, to stop bad habits from becoming routine, or to boost your morale.

Cue cards are quick learning tools and attitude adjustors that you can use to help keep yourself and your coworkers on track. Cue cards are effective for the obvious reasons: they are quick, they are targeted, and they are to the point. You will find these cue cards effective because they are easy to learn, easy to remember, and easy to share with your team.

Use these cue cards when you need a quick fix or an attitude adjustment. They are learning and teaching tools that will boost your confidence and help you be your best. That way you will be able to consistently provide your best customer service. Post the cues in the workplace, make up cards for coworkers to keep on their desks, reinforce them in meetings, or put your imagination to use to find fun ways to incorporate them into your workday.

94. CHARACTER Counts

When you have character, you care about yourself and about others. When you develop a positive character, you will feel better about yourself, and you will enhance your relationships with others.

• C-ommitment
  • Give each day 110%. Show that you are dependable and willing to give more than expected. Work toward finding positive solutions.
• H-onesty
  • Always tell the truth. Honesty builds trust, which builds loyalty, which brings success. Always act ethically; do the right thing.
• A-ppreciation
  • Look for the good in other people. Show your sincere gratitude. Make others feel they matter and are important to you.
• R-espect
  • Hold other people in high regard. Recognize the value of others and be polite, patient, and positive.
• A-wareness
  • Turn your care and concern outward to other people. Be genuinely interested in those around you. Pay attention to pick up on cues. Also be aware of the image you are projecting.
• C-ompassion
  • Show your concern by enhancing your understanding of other people. Walk in another person’s shoes. Empathize.
• T-olerance
  • Everyone has the right to their opinions, goals, religions, lifestyles, and so on. Rather than judging people who are different from you, accept their differences. Always accept others for who they are.
• E-ncouragement
  • Be an inspiration and motivation to others. Show people you care. Help others feel good about themselves. Go the extra mile. Think of ways to help.
• R-elationships
  • Everything you do in some way affects someone else. Always think of the impact of your actions. Connect with people on a close level and form the bonds that develop into special relationships.

Life is all about change. Nothing stays the same for very long. When you learn to look change in the face and work through the process, you will find it easier to embrace change. Learn to help yourself so you can help others.

• C-ommunicate.
  • Clearly communicate the vision, goals, and rationale for the changes. Be available. Listen carefully. Ask more questions. Get others’ opinions and reactions to the changes. Strive to be specific, candid, and objective.
• H-elp.
  • Look for opportunities to help others work through the change process. Tell others you want to help. If you cannot help immediately, schedule a specific time when you can. Do more than you are asked to do.
• A-nticipate.
  • Watch, look, and listen for things that seem to be wrong. Set up early warning measures to help you know when problems are arising. Fix the issue before it turns into a major problem. Review your work plan for each goal, and ask yourself what can go wrong as we work through the change? Incorporate contingency plans to avoid a crisis situation. Discuss issues with your coworkers. Have an answer for every what if you can think of.
• N-urture.
  • Nurture yourself and those around you while you work through the transition period. Be more patient. Do not expect more than you can realistically expect. Share your needs with others, and encourage them to share their needs with you. Stay tuned in to your coworkers during the time of turmoil.
• G-o.
  • The change is here, and there is no turning back now. It is more important than ever to display a positive attitude about the change. Remain sincere and objective, not phony and overly optimistic. Tell others exactly what is expected of them. Talk about the change in more concrete terms. Do not dwell on what used to be.
• E-nthuse.
  • Encourage and reward others for embracing the change. Recognize achievement. Ask for and act on suggestions for improving your workplace and organization. Be a quick change artist by enthusing and energizing those around you.

96. LISTEN UP for Better Communication

The secret of being a great communicator is to listen a whole lot more than you speak. Whether you are communicating with customers, coworkers, or other people, be the best listener you can be.

• L-earn.
  • View every listening experience as an opportunity to learn something.
• I-dentify.
  • Look for ways to identify with what you are hearing.
• S-ay nothing.
  • Keep quiet and listen.
• T-une in.
  • Give your full and undivided attention to the speaker.
• E-mpathize.
  • Put yourself in the speaker’s shoes, and show understanding and empathy.
• N-o judging.
  • Remain neutral while you are listening to the message.
• U-tilize the information you received to prepare your response.
• P-ause before you answer. Always think before you speak.

97. CARE About Your Customers

It is human nature to want to be noticed and recognized by others. We all want to hear a word of encouragement, to know we are needed, and to know others care for us. How do you show your customers you CARE? By communicating, acknowledging, responding, and encouraging them. Do these every time you talk with your customers. Reinforce customer care when you train, hold meetings, or resolve conflict with your coworkers. When you demonstrate that you care for your customers, you motivate your coworkers to care for them.

• C-ommunicate openly and honestly with each customer. Communication is the foundation on which strong relationship are built. Listen actively to the person with whom you are communicating. Focus solely on that person, and shut out everything else. Show you are interested in communicating with that person only. Think before you speak, and choose uplifting words. Words, once spoken, can never be taken back, so think before you speak, and ask yourself how will what I say sound to my listener? Ask good questions. Maintain a cheerful and enthusiastic attitude. Be aware of your nonverbal communication, and maintain an open, relaxed, and confident demeanor. Ask yourself: am I doing all I can to communicate clearly?
• A-cknowledge what your customers are saying to you. Stay tuned in, and stay interested. Show compassion for them. Watch for nonverbal signals that might not match what customers are saying. Acknowledge what you pick up from the nonverbal signals. Ask yourself: do I acknowledge each customer and give individual attention?
• R-espond to customer needs. Give customer problems top priority, and handle them immediately. Find the right solution for each customer. Show and tell your customers that you appreciate them. Thank them for doing business with you. Ask yourself: am I responding to each customer’s needs?
• E-ncourage customers by demonstrating that you value them. Tell them they are important to you. Respect their decisions, even if you do not agree with them. Respect cultural differences by being tolerant of all customers.

98. Face-to-Face Customer Service

To customers, you present the face of your business. Build strong relationships with customers by meeting them face to face.

• F-irst impressions matter—smile; make eye contact; keep an open, relaxed demeanor; stay interested.
• A-ttitude is everything—present a positive attitude; be trustful; be helpful; be credible; believe you can make a difference.
• C-ommunication is key—tune in; focus; listen completely; think before you speak; speak clearly.
• E-ffectiveness is important—know your products and services well; look for ways to solve problems; find the best solution.

When you put your best face forward, customers will give you:

• F-eedback—when you listen, customers will tell you what they need.
• A-ction—customers will act on your proposed solutions when they trust you.
• C-ommitment—strong relationships equate to committed customers.
• E-nd result—when you are effective you will see positive results.

99. Stop! Look! Listen! Act! for Outstanding Customer Service

When you find your level of customer service is derailing, get everyone back on track by remembering to stop, look, listen, and act.

• Stop! everything you are doing when a customer comes in or calls. Greet the customer. Give your name. Ask how you can help. Form a mindset that this particular customer is the reason you have a job.
• Look! at the customer. Focus only on the customer with whom you are speaking. Help your customer form a positive first impression of you by making eye contact, smiling when you speak, presenting a positive attitude, being interested, and maintaining an open, relaxed demeanor.
• Listen! actively and completely. Pay complete attention and really listen to what the customer is saying. Before responding or forming your conclusion, gather as much information as you can to make sure you understand the request. Remain objective and never judge a customer. Listen, also, for what is not said. Pay attention to nonverbal cues and tone.
• Act! on the customer’s request. Think of options to solve the problem, determine the best solution, and present it to your customer. Be prepared to offer an alternative solution if the customer is not satisfied. Next, always do what you say you will when you say you will. Show that you are reliable and accountable.

100. Customer Satisfaction Quiz

After every customer interaction, ask yourself:

• Did I do everything possible to give that customer outstanding service?
• What was the customer’s first impression of me?
• How well did I relate to the customer, and did I build a rapport throughout the interaction?
• How well did I listen and understand the customer’s request?
• How well did I answer all the customer’s questions?
• How well did I handle the customer’s request?
• Did I offer the best solution?
• How effective and efficient was I?

If you cannot answer all the questions positively, think about what you could have done differently and next time do it.


101. Customer Quick Bytes

Use these customer quick bytes as meeting openers to generate new ideas or to solve problems.

• Customers will generally remember a company for two reasons:
  • When the product or service is particularly good, or
  • When the product or service is extremely bad.

How are our customers remembering our company?

• Customers appreciate the following qualities in customer service providers:
  • Courtesy;
  • Knowledge of products and services;
  • Reliability;
  • Decision making ability.

How do we measure up?

• The top reasons for customer dissatisfaction are employees who:
  • Ignore customers;
  • Do not listen;
  • Are not knowledgeable;
  • Are not reliable;
  • Do not follow up or follow through.

Which of these are we guilty of?

• Service that was outstanding yesterday may only be satisfactory today and not good enough tomorrow.

What can we do to make sure our service is outstanding every day?

© 2007 Renée Evenson.
All rights reserved.
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