• Use their name. Get the customer’s name early by asking, or by looking at their check, credit card, etc. Then use the name throughout the transaction. Use “Mr.” or “Ms.” unless you sense that the more personal first name is appropriate.
• Tell them your name. Starting service interactions with, “Welcome to XYZ Company. I’m Chris. How can I serve you?” makes the interaction more friendly and personal. The customer can connect with you as a person rather than a “server.”
• Respect the customer’s time. Never, ever make them wait for anything without offering an explanation, an apology, and an alternative to waiting.
• If you make a mistake when dealing with a customer, admit it, apologize for it, fix it, and move on. Customers really don’t expect you to be perfect. They do, however, expect you to be honest and responsible … and make a great recovery.
• Here’s a biggie: Never tell a customer that you can’t do something unless you immediately follow with a description of what you CAN do for them! Customer service is about DOING – not explaining or rationalizing what you’re not doing.
• Always, always, ALWAYS thank customers for their business. Tell them how much you appreciate their choosing your organization for the products and services they need. Remember, it’s the customer who’s paying your salary – as well as paying for: the phone you’re talking on, the counter you’re standing behind, the vehicle you’re driving …
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