What Makes a Good Customer Service Person?

Dressing professionally instills confidence in your staff.

No matter how good your product, if a customer does not warm to you, your business may fail. Knowing how best to relate to your customers and clients provides a firm foundation for success.

Wow Factor

A good customer service person goes the extra mile for the customer, causing him to go away from a transaction saying, "Wow." The customer will want to recommend the service to his friends, family and colleagues. Ways to stand out might include offering him coffee while he waits, throwing in an extra product at a reduced rate or carrying his purchase to his vehicle.

Courtesy

Common courtesies such as smiling, holding open a door, and saying "please" and "thank you" make a positive impression on a customer. Courtesy also means being unobtrusive. Following a customer around a store without being asked or bombarding her with junk mail after her visit makes you a pest, not a good service person.

Personal Touch

You will encourage a sense of loyalty and friendship in your customers if you add touches to make the service personal. Remembering a customer's name makes him feel valued. Remembering to ask after his wife by name shows you care about him as a person, not just an opportunity to make money.

References

• "Customer Service Training 101"; Renee Evenson; 2005
• "Best Practice in Customer Service"; Ron Zemke, John A. Woods; 1999