The 8 behaviours of good customer service

1.   Do your people answer the phone with energy and a smile in their voice?

Or does a customer who phones feel like they are an interruption? I was checking my car in for service when the phone behind the counter started ringing. I asked if they were going to answer the phone. The reply? ‘I never answer the phone.’ That phone rang out unanswered. This experience brought back memories of times I had rung that very phone and it rang out.

Have you trained your people to include their name in the greeting?  

2.   Do what you say you are going to do.

Train your people to keep track of all their promises to customers and not let a promise go forgotten.

3.   Consider CX - customer experience. Find and fix customer frustrations. 

Do customers order items and turn up to collect before it’s arrived? Find a way to keep customers in the loop e.g. by SMS or email. Use technology to save time and standardise processes. What do they see when they visit your premises? Any disorder in view?

4.   Respond to complaints within 72 hours – or else!

It’s not that you made a mistake. It’s how you fix it that can truly wow a client. You have only 72 hours - or less - to take action and turn the situation around, or else!

5.   Know when to break the rules

In a small café, I was standing in line waiting to order breakfast behind a customer waiting for a quick takeaway coffee on their way to work. Something went wrong with the machine. It was taking 3 times as long. Customer frustration started to appear. I whispered in the barista’s ear... ‘make it complimentary for them’. Empower your team to decide when it's the right time to offer something a little extra as a way to apologise for a delay.

6.   Train your people

Disneyland gives new cleaners 3 days of training which includes understanding their big picture contribution to customer service. They learn to apply the 'Meet and greet within 10 feet' Disneyland motto.

Before the Australian snow season, Mt Buller ski resort in the state of Victoria invited me to speak to 250 seasonal staff at a pre-season orientation event. I asked myself, what’s a simple vision that inspires everyone, from ski lift operators to hospitality workers? ‘Like the pit team for Formula One drivers who compete in a Grand Prix,' I told them, 'so every one of YOU are a member of the pit team for Australia to win gold at the Winter Olympics.’(They appeared to puff up a little with a sense of pride.) ‘It's up to you to create a friendly and safe environment that nurtures future Olympic stars by co-creating a sense of community with everyone who visits here.'

7.   Under promise and over-deliver. Do a little extra.

Is there a little something you can include without telling the customer upfront it’s coming? The fruit drink the accommodation guest doesn’t know they will receive on arrival is more cherished than adding in marketing copy, ‘fruit drink on arrival’.

8.   Manage unreasonable requests.

Develop a ‘but what I can do’ mindset so that when a customer asks for more than you can give, you can offer something else instead. Even a small concession or something symbolic can work wonders.

ABOUT NINA SUNDAY Certified Virtual Presenter, Nina Sunday, delivers live virtual training in any timezone globally and is open to gigs. Her team of Facilitators Australiawide deliver face-to-face. Nina certified as an assessor of the International Customer Service Standard.

Learn more here: https://www.brainpowertraining.com/virtual-customer-service and here: https://www.brainpowertraining.com.au/customer-service-training and here: https://ninasunday.com/

Listen to Nina's podcast, 'Manage Self, Lead Others', via your favourite podcast app. Read: 'Workplace Wisdom for 9 to Thrive' here: https://www.amazon.com/Workplace-Wisdom-Thrive-Proven-Tactics/dp/099423533X/ref=sr_1_1?dchild=1&keywords=nina+sunday+workplace+wisdom&qid=1620683664&s=books&sr=1-1