How to Demonstrate Effective Customer Service & Attitude

Customer service is vital. No matter how important the service you perform or how high the quality of your products, consumers want and deserve to be treated with respect and regard at all times. If they are not, they will likely take their business elsewhere. Whether you are a business owner or supervisor, or deal directly with customers, it is essential for you to learn how to provide excellent customer service. Your livelihood may depend on it.

Difficulty: Moderately Easy

Instructions

1. Smile sincerely. It does not matter whether you deal with customers in person or over the phone. A smile will be heard in your voice if the customer is not able to see it, and even the iciest of clientele will begin to thaw when you approach him or her in a pleasant, warm and genuine manner.

2. Listen to your customer's concerns or complaints. Sometimes people simply want to vent their frustrations. If this is the case, actively listening and repeating their disappointments or worries back to them may solve the problem and leave them feeling validated and valuable. If they are not just venting, active listening will help you determine the best solution to the problem.

3. Turn negative phrases into positive ones. Rather than tell a customer you cannot give him a refund, tell him you would be happy to give him a store credit and help him find exactly what he needs.

4. Know your company's policies and procedures. This will help you provide the best customer service and keep a positive attitude, since you will be well aware of what you can do to solve a customer's problem. The combination of kindness and confidence will help the customer place his trust in you.

5. Go further than the customer expects you to. If a customer asks where the plus size sweaters are, do not just point her in the right direction. Instead, walk with her to the department and ask if you can help her find anything particular. Better yet, point out the royal blue cardigan that would light up her eyes beautifully.

Tips & Warnings

• The customer you are currently assisting is your most important customer.

Resources

• Customer Service Training Games

[Merriment]

on 3/1/2009 It's tough to deal with nasty customers, but it's even worse to be cranky in return to all the customers to follow! This is a very good article.

[OBigDaddyO]

on 2/22/2009 Every employee of every business should be trained in customer service. No service, no customers, no business. Hmmm...You'd think that cranky convenience store clerk would be able to figure that out, wouldn't you? Nice article. 5* and recommended!