Self-Evaluation: Customer Service
The Eight Keys
1. Make yourself available.
2. Listen carefully:
• Use both eyes and ears. • Ask open-ended questions.
• Do not interrupt. • Ask clarifying questions.
• Concentrate on customer.
3. Say as little as possible.
4. Whenever possible, rely on prepared materials.
5. Be truthful:
• Don’t express hopes, make guesses, or exaggerate aloud.
• If you don’t know the answer, try: “I don’t know. Let me find out.” If appropriate to your company, add: “Let me collect your contact information so I can get the correct answer to you when I find it.”
6. Request feedback.
• How we ask for feedback:
7. Always say ...
• “How may I help you?”
• “Are you happy with everything?”
• “Is there anything else you need?”
• “Please,” “Thank you,” “You’re welcome.”
• Others:
8. Never say ...
• Curse words
• Negative remarks about a customer, coworker, or vendor
• “I can’t help you.”
• Others:
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