THE MOST IMPORTANT CUSTOMER SERVICE PRINCIPLE
o Always under-promise and over-deliver!
THE EIGHT KEYS TO SUCCESSFUL COMMUNICATION
o Be available.
o Listen carefully and ask great questions.
o Say as little as possible.
o Rely on prepared materials whenever possible.
o Be truthful.
o Request feedback.
o Always say ...
o Never say ...
THE SIX KEYS TO SUCCESSFUL PROBLEM-SOLVING
o Be on the lookout for problems great and small.
o Distinguish between problems you can solve and those you can’t.
o Solve small problems here and now if possible.
o Give special treatment to bigger problems—gather information, pass the information to the right person, and follow up.
o Engage complaining customers.
o Take ownership of customer complaints.
Are there any other slogans/sayings/symbols that would “brand-name” our team as the best in customer service?
• Worksheet concluded
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