by Andi Jeanz

Created on: February 12, 2010

Great customer service begins with a great attitude.  A positive mentality will exude in your actions, on your face and in your voice.  There is truth to the adage that a smile can be heard in a person’s voice.  Even if the customer is not standing before you, the customer knows whether you are helping them just because you need to get paid or if you have a genuine interest in helping because you appreciate their business. 

 Customers that feel appreciated for their business are repeat customers.   Appreciation to the customer is shown through a willingness to please them even if it causes you to lose some commission, or work late to complete a project for them, or make additional phone calls that might be necessary to find what they need.  When you take that extra step in the process of serving the customer, the customer remembers that and will gladly refer others to you.  When they do refer others to you, show them your appreciation by offering incentives or discounts for doing so. 

 Allow the customers to have a voice.  Offer opinion cards that can be placed anonymously in a box.  Ask the customers what additional services they would like to have you offer.  Inquire as to what more can you do to improve your services.  Question which employees are providing good service and which are providing great service.  Observe and learn from the employee that provides great customer service.  Do not just ask these questions, take the suggestions into consideration and make feasible changes accordingly.  Customers will notice!  

Perhaps the most beneficial change or habit to develop for great customer service is to personalize it.  Each customer is different and has specific needs and expectations.  Take the time to learn what each customer likes and dislikes.  It may not seem like a wise investment to carry a product that only one customer will purchase, but in the end, you have a repeat customer that can potentially lead to other customers through word-of -mouth referrals.  

Another great personal touch is to memorize and utilize your repeat customers by name.  Use your best judgment as to whether or not it is appropriate to use first names.  To be safe and so as not to offend anyone, it is best to use the proper salutation (Mr., Miss, and Mrs.) and that person’s last name.  In a world where automated service is abundant and usually frustrating, it is a nice and pleasurable experience to hear your name and to feel like you make a difference.

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