Keep Your Customers Coming Back With These 10 Tips For Better Service By Suzanne Martin

Give your customers top-notch service, and they'll beat a path to your door again and again and again. Statistics show that it costs your company five times more money to attract a new customer than to retain a current one, so it makes profitable sense to give your customers the type of VIP treatment that makes them come back for more. Karen Leland and Keith Bailey, authors of Customer Service For Dummies (IDG Books Worldwide, 1996), name these 10 easy-to-follow tips as surefire ways to satisfy customers and build a loyal clientele that will improve your bottom line. Fulfill the customer's six basic needs Go beyond giving customers what they ask for by fulfilling their six basic needs: fairness, friendliness, understanding, control, options and information. Project a winning telephone style Smile when talking on the phone to make your voice sound friendly. Remember, 86 percent of the message customers receive on the phone comes through your tone of voice. Answer the phone within three rings and give an inviting greeting such as, "XYZ Company, how may I help you?" If you need to put a customer on hold, always ask permission and wait for a response. Deliver more than you promise A customer wants a special delivery by 3 p.m. You think that's possible, but you're just not sure. What's the best solution? Guarantee delivery by 4 p.m. and get the delivery there early. You avoid disappointing the customer and you deliver more than you promise. Meet your commitments Always return customer calls by the time you promise even if it's only to say that you don't yet have the information and will get back to them later. Your credibility depends on how well you follow through on your commitments. Express empathy Show customers that you're interested in solving their problems. Say things like, "I understand why you feel that way," "I see your point of view," and "I'm sorry that happened." Talk smart Don't use negative language. Use constructive smart talk instead. Rather than saying "I can't do that," give customers alternatives by telling them what you can do. Focus on the positive. Go the extra mile Offer free valet parking, let customers use your phone instead of pointing them to the pay phone, or provide free gift wrapping. Little things mean a lot. Make eye contact When customers approach you, look them in the eye within the first 10 seconds. If you're busy helping another customer, look up and tell the approaching customer that you'll be with them shortly. Give customers contact information Within the first few minutes of calling customers, give them the phone number where you can be reached. If you get disconnected or customers need to call you back, they'll be able to find you. Roll out the red carpet Treat customers as the most important part of your business. Make them feel needed and wanted by giving them the time, attention and understanding they deserve.

How To Please Your Customers With Positive Words What you say to customers creates a lasting impact that can make or break long-term business relationships. Get rid of common negative responses and replace them with these positive styles that please customers every time. Don't Say... 1. No 2. That's not my job 3. I don't know 4. Calm down 5. I'm busy right now 6. Call me back 7. You want it when? 8. I have to put you on hold Do Say... 1. This is what I can do for you 2. Here's how I can help you 3. I'll find out 4. I'm sorry 5. I'll be with you shortly 6. I'll call you back 7. I'll try my best 8. Can you hold for a moment? Win $50 For Giving The Best Service What customer service technique works best for you? Send us your most clever tip. If yours get published in an upcoming issue of SEA, we'll send you $50. Plus, we'll put everyone's name in a drawing to win a copy of Customer Service For Dummies. Send your tip, along with your name, business name, description of your business, NASE Member number, address and telephone number to Service Tips, SEA, 2121 Precinct Line Road, Hurst, TX 76054. Fax us at 817-428-4210 or drop an e-mail to mailbox@nase.org.

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