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Customer Service Habits
Customer Service- Part Three in a Three Part Series
Customer Service Habits are just those, habits that we should develop. Using these habits become routine and a valuable tool in establishing and keeping positive client relationships. There are five Customer Service Habits everyone should use:
1. "Be Professional". It is important to remember you are a professional. As we work closely with a client or caregiver, we are open and communicative. That area of openness must always be balanced by understanding your role. Being a professional means remaining objective and not crossing the line into a personal relationship. This can be challenging with some people as they touch your heart. Professionalism is combining your skill or licensure, knowledge and experience, with compassion and understanding.
2. "Be Friendly". No one wants to work with someone who is not friendly or kind. Despite any angry or upset actions from others, you must remain calm, and in control. Often we observe a mean statement or ugly response in someone who is in pain, confused, or frustrated. By remaining calm, friendly, and positive we can help stabilize the situation, ease their concerns, and have them work with us instead of against us.
3. "Be Reliable". Become a solid, dependable solution to your clients. Always arrive a little early or on time, and come prepared to work. If you have promised them something, make sure you deliver it. By working within their guidelines and requests, you make yourself irreplaceable. We all want to count on a service or item undertaken, and plan around it. Be the indispensable service for you clients today.
5. "Be Able To See The Big Picture". Often people become stuck in a circumstance or event. This prevents them from seeing the solution just beyond the problem. As a partner with them, we can help them. This is achieved by validating the problem, hearing out their frustrations, and asking what they would want to achieve or resolve. The answer may be discovered as the problem is discussed. Having another outside view will assist in identification of a resolution for their dilemma.
Customer Service - Part Two of a Three Part Series
Negative turnoffs can kill any deal and ensure the customer never comes back to your business. Negative turnoff can also spiral past the unhappy consumer to anyone they share their experience with. There are five main areas where you can damage your relationship with a customer:
1. "Interruptions". Interrupting someone while they are talking is an absolute turnoff. If someone is calling with a problem or concern, they will most likely passionately describe their circumstance. Emotions may surface and threaten to take over the conversation. Wait and listen. When they have stopped speaking, apologize for not meeting and exceeding their expectations. Then start building a platform to work together to resolve any issues.
2. "Being Unkind". The tone of your voice and the inflection of your words say more than the actual words you are using. Be sensitive to the manner in how you say something. Be open and ready to listen optimistically to how you can assist the caller. Even if the caller is unkind or uses a harsh tone, do not respond similarly. Be kind, showing your compassion, and wish to help resolve any dilemma they may have.
3. "Over Selling". Promising that you can fulfill a request or special desire, and then not being able to meet that goal is a sure way to kill a sale and prevent future sales. Know what you are able to offer . Know your regulations and licenses that may limit you from being able to fulfill a request. If you have agreed to meet a need or wish, and then later find our you are unable to, immediately call the customer and explain why you are unable to fulfill it, and offer other potential options for them to choose, which could work to address their need.
4."No Follow Through". Intentions to follow through on a task or request, and actually following through are two very different things. If you promise to look into something for a client, follow through. Put the task on your calendar, and don't remove it until it is satisfied. If your mission is taking you longer than anticipated, stop and call the client, explaining you are still working on it with an estimated date you will have resolution for them.
5."Ignoring Them". Ignoring a problem or upset customer is an absolute no-no for any business. Ignoring it will not make it go away. You may need a quiet space, and have detailed information ready, before you talk to them. Give yourself time and patience to hear out their concern, apologize for not being able to meet their expectations, and try to work with them to fix the problem- to their satisfaction Helping them get past anger or misconceptions, will aid in preventing a poor review of your services.
Positive Customer Service
Customer Service- Part One of Three Part Series
Customers are the life blood of any business. The services and treatment they receive influence who, and where they will go the next time they need service. There are five elements in Positive Customer Service:
1. "See Them"- See them as an individual with specific needs and requests. Focus on their voice, message, or email. Take notes of their posturing, emphasis, and urgency.
2. "Hear Them"- Hear the words they are saying. Respond specifically to their unique needs. Hear the tone of their requests. Listen to how you can resolve their problems.
3. "Repeat Back"- Repeat back to confirm if you have understood their inquiry and how to resolve it. Repeat back any details, dates, and parts of their dilemma. Repeat back their contact information, and when you can return their call.
4. "Smile"- Smile as you listen and as you. speak. When you smile your attitude changes, and you can hear the open, positive approach through your voice.
5. "Pick up the phone"- If your communication is entirely electronic, and your responses are more than twice, stop, and pick up the phone. Talk to them directly. The personal interaction allows a relationship to start, sharing a feeling of urgency, and the desire to fulfill their needs.