Ten keys for defining customer service excellence
Graham Roberts-Phelps
![Graham Roberts-Phelps]()
Graham Roberts-Phelps
Business skills and sales training specialist. Expert in commercial negotiation, management skills, leadership development, and enterprise development. Operating in the UK, Europe, US, Oman, Dubai and Riyadh.
Here are ten important key steps to define your customer service excellence, when serving internal and external customers in your business.
- Establish the standards and systems that can make every customer feel special at every encounter
- Use a range of communication techniques, tools and skills to make customers feel valued and to deliver above expectations
- Make a composed and confident first impression on each and every contact, so that customers feel welcomed and well cared for – particularly when they have a problem
- Listen effectively so that you know what customers really want and expect – learn how to use the right words, phrases and voice tone yourself
- Identify different customer types, needs and situations so that you can change your approach accordingly
- Understand customer expectations and deliver more than you promise – go for the ‘wow!’
- Apply best practice in following up, following through and taking ownership.
- Maintain a positive attitude throughout the day and make every contact sound and look like your most important
- Satisfy complainers, calm upset customers and regain confidence and goodwill
Turn problems into opportunities – either for additional sales or for greater customer satisfaction
Graham Roberts-Phelps
www.grahamphelps.com
www.brilliantcustomerservice.co.uk
Marketing director - experienced in B2B
8 年All above told is absolutely right told, I agree . For point 4 - about speaking way -to adjust as fit for this very concrete customer -I should like to add one more feature: it is important to choose speaking speed: speaking faster or slower - depending on this very person you speak to -this very moment. When we adjust our speed of speaking to similar for this customer person - we let him/her feel more comfortable, relaxed and cared - and thus we earn and get more trust I believe.