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1. Maintain and Attitude of Service Excellence! |
- Speak well of your organization
- Respond quickly and cheerfully to all customers
- Reprioritize work when customer needs arise
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2.
Identifying Customer Needs! |
- Ask customers probing questions
- Recognize all customer needs and respond with respect
- Identify customer needs expressed verbally and non-verbally
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3.
Use Customer-Friendly Body Language and Words! |
- Greet all customers with a smile
- Use a cheerful and enthusiastic tone of voice
- Practice open and friendly body language and eye contact
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4.
Practice Excellent Service at Every Customer Contact Point! |
- Be cheerful at every customer contact point
- Keep all customer areas clean and neat
- Address problems on the spot before customer become
dissatisfied
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5.
Handle Difficult Customers with Care! |
- Allow angry customers to vent by listening carefully
- Use problem-solving skills to resolve issues before they
escalate
- Don’t take a customer’s anger personally
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6.
Exceed Customer Expectations! |
- Anticipate needs and special requests
- Act quickly to delight customers
- Shock your customers with great service they do not expect
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