Upcoming ACOM Event Calendar

April 2010

Webinar
April 15, 2010
Planner Panel: What a Planner Needs from Their CSM

May 2010

Webinar
May 20, 2010
Social Media 101: How Do I Get Started?

June 2010

Webinar
Set The Standard

August 2010

Webinar
August 19, 2010
Contracts: What CSMs Need to Know About Their Company’s Contracts and the Re-Negotiations that are Taking Place in Today’s Economy

September 2010

National Celebrate Services Day!
September 16, 2010

Webinar
September 16, 2010
Planner Panel – Creative Services: What Creative Ideas has Services Done for You in the Past? What Would You Like to See Services be more Creative with?

October 2010

Webinar
October 21, 2010
Social Media for Attendance Building

November 2010

Idea Network
November 18, 2010
Managing Your Boss

January 2011

Annual Conference
January 7-9, 2011
Westin Casuarina
Las Vegas, Nevada


10 Key Customer Service Tips

By: Mike Johnson

1. PREPARATION
Make a giving plan.
Think of the coworkers and customers you'll face today. Who can you delight with a surprise gift or compliment? You'll look forward to springing your surprise and others will start looking forward to YOU.

2. ATTITUDE
Expand your definition of "customer."
Everyone you encounter is your customer - coworkers, superiors, subordinates, vendors, and of course, customers. Treating everyone as your customer not only better serves others, but also it improves your own reputation which will result in later rewards you can't even imagine.

3. FACE-TO-FACE SERVICE
Actively listen.
Many service workers are poor listeners and start crafting responses while the customer is still talking, causing much to be missed. Be different - as customers speak, lean forward, nod appropriately and actively listen to every word BEFORE crafting your response.

4. INBOUND TELEPHONE
Add a smile to your voice.
It's true, customers can detect your demeanor without even seeing you. When you physically smile when taking a call, your customer can "see" it in your voice.

5. OUTBOUND TELEPHONE
Return all calls promptly.
Each phone message on your desk represents someone whose work may be stalled while waiting for an answer from you. Treat every phone message with the same sense of urgency you'd show if that person was standing in front of your desk.

6. EMAIL SERVICE
Follow the five steps.
Your email responses should follow a simple outline - purpose, response, summary, thanks and contact. Announce why you are writing, craft your response to the inquiry, summarize the situation, and then add a thank you for writing and additional contact information to reach you by phone, postal mail or personal visit.

7. HANDLING COMPLAINTS
Take ownership.
When customers complain to you, it is your responsibility to find a solution. If you can't solve the situation yourself, bring the customer together with someone who can.

8. HOW TO REMEMBER CUSTOMER NAMES
Use names.
Use the customer's name several times in your conversation. Repetition aids memory.

9. HOW TO HANDLE DIFFICULT CUSTOMERS
The Egotist.
This customer thinks he knows everything there is to know about everything and looks down on you. Show respect by using phrases like, "Of course you already know…" and "I'm sure you're aware of…" These phrases stroke the customer's ego and capture his attention.

10. ADVANCED SERVICE TECHNIQUES
Be specific.
Rather than telling the customer you will provide an answer "sometime this week," put yourself on the line with a deadline. "I'll have an answer to you no later than noon on Wednesday." Now beat that deadline

Courtesy of “101 Ways to Provide Exceptional Customer Service Today,” by Mike Johnson. www.101ServiceTips.com

>> Back to ACOMmodate Home