So much information circulates on great customer service, what it is, who has it, why it matters, where to get it, etc. It definitely can be overwhelming, especially since each of us has their own idea about what “great” service truly is. But first things first: how do you start to create GREAT customer service in your company?
HIRE PEOPLE WITH THE “RIGHT STUFF”!! If you don’t hire the right type of person to serve your clients, great customer service cannot be trained or initiated. Below is a list of items to consider when hiring employees who work with customers. Actually, these attributes apply for great employees, no matter what the job!
SERVICE WORKER ATTITUDES FOR SUCCESS
POSITIVE ATTITUDE
- Demonstrates enthusiasm
- Displays a “can do” attitude
- Takes setbacks in stride
PEOPLE ORIENTED
- Takes initiative in establishing rapport
- Demonstrates personal interest by establishing eye contact, smiling, calling them by name, etc.
CUSTOMER FIRST MINDSET
- Puts needs of customer first
- Ensures all customer needs are met
- Goes out of one’s way (to the point of being inconvenienced) to ensure satisfaction
BASIC RESPECT
- Shows common courtesy to everyone, regardless of appearance or other personal characteristics
- Avoids embarrassing the customer
- Respects other’s need for time and personal space
RELIABILITY
- Takes the time to do the job right
- Demonstrates dependability/reliability
- Does what is best rather than what is easiest
PROFESSIONALISM
- Strives to be as knowledgeable as possible in order to serve customers
- If lacking knowledge, takes initiative to find answers/information
RESOURCEFULNESS
- Resolves problems
- Suggests alternatives when necessary
- Takes time to determine solutions for customers, rather than “passing the buck”
PERSONALIZED RESPONSIVENESS
- Strives to understand customer preferences and expectations
- Takes into account customer situation when providing information/service
Remember: you can train skills, procedures and duties, but you cannot train attitude
-Kathy Shook
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