As a customer service speaker, I study how to motivate… empower… boost morale… and keep employees working for your bottom line. Let me ask:
Have you struggled with unhappy or irate customers?
Most companies promise to deliver excellent customer service. Everywhere you see ads, you see photos of welcoming employees. You’ve undoubtedly read the slogan “service with a smile” along with the promise of friendly customer service.
But get this — only a few companies actually deliver excellent customer service. And even if you think your company is one of the “good” ones, chances are it’s probably not.
The management consulting firm, Bain and Company, says 80% of CEOs believe their companies provide excellent service, but only 8% of customers actually agree. Eight!
Think about that. Only 8% of customers are happy with the service they received. 92 percent leave angry or annoyed. That’s a HUGE difference!
And what about the 20% of CEOs who know their companies are not providing excellent service? If they even suspect their business’s service is second-rate, they’re right. It is!
Want to be certain your company really does give great service? Want to be sure your customers enjoy doing business with you? Here’s an idea….
Make Certain Your Customers Love You – Book Customer Service Speaker Vicki Hitzges
If you want a high energy, interactive, FUN customer service presentation give me a call. I’ll make sure your people enjoy the session and leave with specific takeaways that improve your service and thus increase your bottom line.
I’m not just faking that part about good customer service. I deliver. Your clients will appreciate your company’s fresh attitude and actions. You’ll enjoy the increase in morale and monetary results.
11 TOP TIPS FROM A CUSTOMER SERVICE SPEAKER
Below you’ll find 11 techniques your people can take now to please your clients. They’ll help you deliver the service you want to give and your customers want to receive.
Customer Service Speaker Top Tip #1 SMILE!
People respond to happy people. Even if you feel miserable, smile! To quote Zig Ziglar, “Better an insincere smile than a sincere jerk.”
Customer Service Speaker Top Tip #2 SHAKE CLIENTS’ HANDS FIRMLY
It’s amazing how many people STILL give a limp handshake. ICK! No one likes that! Not even other limp hand shakers! Grasp an outstretched hand fully and firmly.
Customer Service Speaker Top Tip #3 STOP AND LISTEN
Always let the person you’re dealing with FEEL that they are vitally important. Ignore your phone, your work and your computer. Look in client’s eyes and listen as they speak.
Customer Service Speaker Top Tip #4 USE THE PERSON’S NAME
As Dale Carnegie observed, there is no sweeter sound in all the world than a person’s own name. Be sure and use it!
Customer Service Speaker Top Tip #5 LET IRATE CUSTOMERS VENT
When a customer is angry, give your name, offer to help, and listen. For example, “I understand you’re upset. My name is _____. I want to help you. Please tell me what happened.” THEN….just be silent. After two minutes, IF you’re completely quiet, they’ll take a breath, feel MUCH calmer and you can deal with them.
Customer Service Speaker Top Tip #6 ASK, “WHY NOT DO THAT?!”
If a customer wants you to paint, lay carpet or do construction at night, why not do that? They’ll pay for it. If they want you to use their forms instead of yours, why not? You’ll make more money, get a happy, loyal customer and probably earn a long-term relationship that lasts for years and years and years.
Customer Service Speaker Top Tip #7 MAKE IT EASY TO BUY FROM YOU
Many companies sell on line. Customers can only see photos of the products. If a shopper calls wanting to know if a rug, for example, is red, orange or peach, the store’s rep should know OR be able to find out quickly and call back with the answer.
Customer Service Speaker Top Tip #8 ERR ON THE SIDE OF RESPECT
Call an older person “Mister” or “Ms” and their last name UNLESS that person says, “Just call me Joe.” I’ve seen 20-something employees refer to distinguished physicians as “Pete” when everyone else says, “Hello, Doctor Jones.” Doctor Jones earned his title. Be sure to use it.
Customer Service Speaker Top Tip #9 BE A PLACE THAT’S FRIENDLY & FUN
Years ago, when frozen yogurt was a big craze, my parents lived near five yogurt shops, but one store got almost all the traffic. That’s because the man who owned the shop lit up whenever any customer entered his shop. He had a way of making customers feel welcome, wanted and special. He was friendly, fun and…successful.
Excellent Customer Service Tip #10 DON’T MAKE CUSTOMERS WAIT
If you have two stores and one makes you wait while the other doesn’t, chances are you’ll go to the faster store. A friend said, “My bank takes forever to answer calls. The phone just rings and rings. Then, I get transferred and it rings again. I got so irritated, I switched banks today.” Don’t lose your customers! Help your clients right away.
Customer Service Speaker Top Tip #11 DON’T SAY “NO”— BE CREATIVE
People don’t like the word “no.” So, instead of saying, “No, we don’t have any” say, “We’ll get more in next week.” Instead of saying, “No, we don’t sell those” say “Let me show you something similar I think you’ll like.” Make being positive a game. Say “No” to saying no.
As a customer service speaker, I’ve found employees enjoy giving good service once they learn and commit to delivering it. External customers react positively and morale among internal customers skyrockets. Feel free to contact me to discuss challenges specific to your industry.
In the meantime, the 11 tips above will help your business zoom ahead. WATCH! Your group will deliver outstanding customer service.