Here are 18 tactics to jump-start your customer service excellence that will make a difference:
1. Have a Servant Mindset
Understand that you are there “to serve” first. Everything else comes second.
2. Be Pleasant
Keep a conversational tone and smile.
3. Use the Customer’s Name
Keep the “small town feel” in your business where you know the customer by name and use it in all your interactions.
4. No Nickel-and-Diming
Don’t be petty and charge the customer for small insignificant items. It’s ok to give something away to make the customer happy.
5. What Else Can You Do?
NEVER let your customer leave without asking if there is anything else you can do for them. Always take that extra step.
6. Empower Your Team
Don’t micromanage. Give your team the authority to take certain steps without approval so they may best serve the customer.
7. Explain the Why
Don’t just say, “This is what we are going to do.” Employees and customers will react better when they know the reason why a certain task or policy is in place.
8. Anticipate Their Needs
Be proactive and think of what the customer may need before they do.
9. Keep a Promise
Even if you initially promised a lower price or an extra service that you now realize will cost you more money, keeping a promise to a customer will benefit you in the end.
10. Explain Again and Again
Many customers have similar questions. Be able to explain your processes to 100 customers a day and still make it sound personal and sincere.
11. Plan for the Worst
Whether we like it or not, we must always plan for the worst-case scenario but strive for the best.
12. Be Proud
Take pride in all you do. Put your name on your work.
13. Be Early
Have the work ready earlier than expected.
14. No Favoritism
Serve each customer without showing preference or favoritism.
15. Celebrate Your Employees
Include your employees in all promotions and marketing efforts. Let them be the “face of your business”.
16. Hold Your Team Accountable
When mistakes happen, don’t discount them. Hold your team accountable for their mistakes. If needed, retrain, coach, or give additional support. If you don’t, you’ll never uphold your standards and customer expectations.
17. Admit When You’re Wrong
Don’t make excuses, especially for your customers. Be honest in all your transactions, and when you make a mistake, be sincere and apologize.
18. Give a Fond Farewell
Send your customers off with a hearty thank you, and a show of appreciation. A half-hearted “thanks” is never enough.
When you use these tactics in your everyday actions, you’ll be well on your way to customer service excellence.
