Less Stress and Better Customer Service are Possible by Karen Leland and Keith Bailey If you want to have less stress and provide better service to your customers, it’s time to put some tried-and-true tips to work for you. International customer service consultants Karen Leland and Keith Bailey, founders of The International Association of Quality Service and authors of Customer Service for Dummies, offer these tips to help you reduce your stress while keeping customers happy and satisfied. Change From “Stress Talk” to “Smart Talk”
Don’t put a negative spin on events by predicting negative outcomes, looking at a situation as black or white, eliminating the positive and exaggerating by using words like “always” and “never”. Instead, use constructive smart talk by focusing on the positive, assuming good intentions, looking at situations from both point of view and empathizing with your customers. Assign a Web Site Troubleshooter to Handle Electronic Customer Service The influx and increase of online customer service inquiries, comments, questions and orders need to be addressed as part of your overall customer
service strategy. Especially for companies new to the web, be sure your web site is easy to do business with, which includes offering quality products and services and timely delivery. If the online pace is picking up too rapidly, consider handling a portion of customer questions with automated e-mail programs that give pre-programmed responses to routine customer questions, such as hours of operation, directions to your store, types of products you serve, etc. Open all lines of communication, providing phone number, fax number, e-mail address. Also, customers appreciate receiving an order confirmation when they place an order online, making it easier and more likely that they will order online again. Say it With Style What you say has a lasting impact on your customer, so choose your words carefully. Don’t say: “That’s not my job.” Do say: “This is who can help you.” Don’t say: “I don’t know.” Do say: “I’ll find out.” Don’t say: “No.” Do say: “What I can do is…” Don’t say: “You’re right, this stinks.” Do say: “I understand your frustration.” Don’t say: “Calm down.” Do say: “I’m sorry.” Don’t say: “You need to talk to my manager.” Do say: “I can help you.” Don’t say: “You want it by when?” Do say: “I’ll try my best.” Don’t say: “I’m busy right now.” Do say: “I’ll be with you in just a moment.” Don’t
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The National Dipper
May/June 2022
