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55 Customer Service Best Practices
From:
Arnold Sanow -- The Business Source Arnold Sanow -- The Business Source
Vienna , VA
Tuesday, February 22, 2011

 
2-Minute Newsletter

55 Customer Service Best Practices

Please feel free to copy this article in your newsletter, put on your web site or to send out. The only requirement is that the following attribution is included: "Arnold Sanow is a Speaker, Seminar Leader, Facilitator and Coach. He is the author of "Get Along with Anyone, Anytime, Anywhere" www.arnoldsanow.com - speaker@arnoldsanow.com" -- A link is also appreciated to www.arnoldsanow.com

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At a recent workshop I delivered and facilitated, we had a brainstroming session to answer some key questions about what constitutes excellent customer service. Here are the results of the brainstorming from the attendees.

How can we make it easier for our customers to do business with us?

Online message board to better communicate calls that are received

Questions and answers online - online help

Instant chat lines set up to answer customers concerns

Increase one stop shopping - get call answered

Technical staff should get out and meet customers

Have a profile and complete record of each customer.

Checklist for people who are at help desk for answers to frequently asked questions and for what questions to ask the customers

Customer rep for each floor

Focus groups/Brainstorming sessions with customers

Very clear instructions for customers. (i.e. little card for instructions)

Effective service level agreements

Call back after assistance to see if problem was solved

Pleasing personality - work on SOFTEN and phone personality

Have 800 telephone numbers

Support off hours and weekends 24/7

Onsite support for each floor and field office

Develop a pamphlet and online directions on how things work - step by step

Be accessible to customers

How do we meet and exceed expectations?

Good timely response

Have meeting with staff to outline and discuss what excellent customer service means. (Can't just say quality, but explain what exactly quality means)

Go beyond solving to explaining and educating the customer

Acknowledge customers - give full attention and listen

Contact after the problem has been solved - follow up

Customer advisory board

Anticipate problems and solve them before the customer complains

Underpromise and overdeliver

Do what you say you are going to do

Do it when you say you are going to do it

Do it right the first time

Keep it simple

Train and educate customer base on what we can and can't do

Think outside of the box

Customer surveys/focus groups

Reward exceptional performance for meeting and exceeding expectations

Determine customer expectations

Set guidelines for being more reliable, responsive and credible

How do we overcome an attitude of indifference on our part towards the customer?

Listen to them

Follow up

Empower customers - Give them the tools to do things themselves

Get more customer involvement

More educational opportunities for the staff

Incentives

Prompt assistance

Ask the right questions to find real problems and concerns

Customer focus groups

If cannot resolve customers problem direct it to the right place

One stop shop - one person should know answers or manage the response to make sure customer gets an answer and is not "tossed around"

Be sincere and genuine - not just insincere "smiles"

Be respectful

Don't add burden to customers frustration

Don't take it personally

Incentives for the staff

Customer relations training for everyone at all levels

Make everyone feel like part of the organization - connecting to the core mission

Don't think of customers as being a nuisance. If you do you will inadvertently treat them that way

How do we make the workplace a more positive place to work?

Improve managers knowledge about the real work environment

Empowerment for employees to make decisions

Rewards and strokes - appreciation

Teambuilding sessions with the whole team

Open communication

Clear guidelines

Say "NO" less often

More recognition for both internal and external customers

More open door policy

Showing the flag - get in front of the customer more often - visit

Less duplication of effort

Help manage customer expectations - educate the customer

More training

For more information on Arnold's Programs go to:

http://bureau.espeakers.com/simp/viewspeaker9980

- agent and bureu friendly web site

www.arnoldsanow.com --- overall web site

www.speakingcoach.com - web site for presentation skills and the business of speaking

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Arnold Sanow, MBA, CSP (Certified Speaking Professional) works with his clients to assist them in improving workplace skills to increase and maximize individual and organizational performance. He accomplishes this by delivering speeches, seminars, training, facilitation and consulting. His most popular presentations and programs include:

· Get Along with Anyone, Anytime, Anywhere ... Build Rapport,

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Arnold has been the President of The Business Source, Inc. since 1985. He has delivered over 2,500 paid presentations to over 500 companies, organizations and associations worldwide. Recently he was named by Successful Meetings Magazine as one of the top 5 "best bang for the buck" speakers in the USA. In addition, he is the author/co-author of six books to include, "Present with Power, Punch and Pizzazz!" "Get Along with Anyone, Anywhere, Anytime" and the "Charisma Card Deck" and is a frequent guest in the media to include, the CBS evening news, ABC World News, USA Today, Time Magazine, Wall Street Journal, etc. He can reached at 703-255-3133 or at www.arnoldsanow.com speaker@arnoldsanow.com

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Customer Service Makeovers - We will review your current situation, mystery shop, interview key staff and customers, review systems and guidelines and look at all processes and procedures from the customers point of view. You will then get a report with specific actions to take to improve service and a follow up seminar to go over the findings and a comprehensive review of what is WOW service

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Professional Facilitator to Increase Sales, Boost Profits, Cut Costs, Improve Customer Service and Develop a Positive Working Environment. Arnold Sanow has facilitated numerous meetings and retreats to develop specific solutions to provide immediate answers to the challenges you face. Call Arnold at 703-255-3133 or speaker@arnoldsanow.com

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Ask about our targeted series of webinars that feature short 20 minute meetings with a 15 minute question and answer period. These webinars provide specific how-to information that can be used immediately. These "bite-sized" modules which are tailored to your organizations needs, challenges and concerns provide you with exactly what you need without overwhelming you. Depending on your needs you will receive a series of 6 to 10 webinars broken into digestible modules with real-life tips, tools, solutions you can use ... NOW! There is no travel, no expenses, no time away from the office or high fees. Please call now for more information 703-255-3133

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The Business Source, Inc, run by Arnold Sanow will work with you to design customized training programs to meet all of your companies or organizations needs. We will coordinate all training, handle all logistics and get the right instructor for each program. If you are looking for a "one stop" shop to save you time, money and the aggravation of having to find the right trainer for the right program call Arnold at 703-255-3133 or at speaker@arnoldsanow.com

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Arnold Sanow, MBA, CSP, is a speaker, seminar leader, facilitator and coach focusing on building stronger customer and workplace relationships. He has delivered over 2,500 paid presentations to more than 500 companies, associations and governmental agencies. He is the author/co-author of 5 books to include; "Get Along with Anyone, Anytime, Anywhere" and "Marketing Boot Camp". His topics focus on people skills, teambuilding, leadership, communication, getting along, persuasion, customer service, presentation skills and relationships sales. www.arnoldsanow.com - speaker@arnoldsanow.com - 703-255-3133 ---- Want to become a speaker/trainer? Contact www.speakingcoach.com or call 703-255-3133.Program descriptions and video at http://bureau.espeakers.com/simp/viewspeaker9980

Rated by Successful Meetings Magazine as one of the top 5 best "bang for the buck" speakers in the USA for 2009

Hear Arnold talk about Getting Along on ABC News at https://www.youtube.com/watch?v=j2fOX0UjyJo and how to keep your attitude upbeat at FOX news

https://www.youtube.com/watch?v=m6SascZiYBA

The Business Source, Inc. | 2810 Glade Vale Way | Vienna | VA | 22181
 
Arnold Sanow, MBA, CSP
Speaker, Seminar Leader, Facilitator
The Business Source
Vienna, VA
703-255-3133