The ABCs of Customer
Service
A - Arrive at work on time, prepared, and with
a smile.
B - Believe in the organization and the
products or services you are representing.
C - Choose an attitude of service. Your
customers should feel that you enjoy your job.
D - Dress appropriately for the work that you
do.
E - Empathize with customers, and show them
that you understand.
F - Find answers if you don't have them.
G - Give customers outstanding service even
when they are not buying from you.
H - Help coworkers and other internal customers
when needed.
I - Initiate contact with customers. Don't wait
to be approached.
J - Justify your reasoning and offer available
alternatives when you must say "no."
K - Know as much as possible about your
organization and its products and services.
L - Leave your personal problems at the door.
M - Mind your manners. Say "please"
and "thank you" often.
N - Never say, "That's not my job."
O - Own problems. Don't pass the buck.
P - Prioritize what's important. People should
come before inventory, internal processes, etc.
Q - Question your organization about policies
and procedures that hinder your ability to give good service.
R - Respond quickly and efficiently to customer
requests.
S - Speak clearly and professionally. Save
slang for your off time.
T - Treat people fairly, and apply policies and
processes consistently.
U - Use body language that says "I'm here
and ready to help."
V - Verify that your customers are satisfied
and that you have answered all of their questions before ending calls, sales,
and other interactions.
W - Walk customers through any complicated
processes or procedures to reduce confusion later.
X - X-out complaining, personal conversations,
and other behaviors that reduce your ability to remain positive and engaged.
Y - Yell and yell back at no one while at work.
Keep your conversations professional at all times, even if you are being
attacked.
Z - Zero in on how you can help by listening
more and talking less.
Article by: Maria
Working happily with National Merchant Services
Happy Processing!!!
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