Great Service Checklist
Telephone Techniques and Summary of Rules for Great Customer Service
| Listen attentively, and care about the customer's concerns. | |
| Detect and define specific problems from their comments or problem statements. | |
| Know the resources you have to meet their specific needs. | |
| Stay focused on the problem and not on their attitude, if it is poor. | |
| Ask the "right questions" to understand what they are looking for. Look beyond what they are saying and probe for more information. | |
| Help them define what they need if they appear confused about jargon or next steps. | |
| Approach each customer as a fresh problem; don't let another customer contaminate your view. | |
| Exhibit a "glad you asked" attitude. | |
| Search for "blue rule" options if those seem appropriate to the situation. | |
| Take responsibility for the next steps even if you are going to refer it to someone else. | |
| Give only the information you are sure about and get their name and number so you can get them the rest of the information. | |
| See the service opportunity as a "training" and an "educational" opportunity to show your "personal best". | |
| Prioritize your actions based upon the customer's need. | |
| Model patience and concern and "don't lose your temper." | |
| Support peers and other suppliers of information when they are having difficulties with customers, and accept help if it is YOU having trouble controlling the communication. | |
| Let them vent and get things off their chest before reacting or trying to "fix" things. |