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

say: “Call me back.” Do day: “I will call you back.” Don’t say: “That’s not my fault.” Do say: “ Let’s see what we can do.”

Treat your Customers as the Most Important Part of Your Job

View your customers as the reason why you do your job and you will make them feel important. Remember, if you give good service during the season, your customers are bound to be loyal during other times of the year.

Fulfill your Customer’s Six Basic Needs

Go beyond giving your customer what they ask for by fulfilling their six basic needs: fairness, friendliness, understanding and empathy, control, options and alternatives and information.

Make Direct Eye Contact With Your Customers

Do this within ten seconds of when they approach you. If you’re busy helping another customer, look up anyway and tell them you’ll be with them shortly.

Have a Winning Telephone Style

Answer the phone within three rings, giving a greeting such as: “Good Afternoon, Joe’s Ice Cream Store, Joe speaking, how may I help you?” If you need to put a customer on hold, always ask permission and then wait for a response. Remember, on the phone, 86% of the message your customer receives is through your tone of voice. So smile when talking on the phone to make your voice sound friendlier.

Under-Promise and Over-deliver

For example, if your customer orders an ice cream cake that can be ready by 3 p.m. and you know this is possible, but not guaranteed, promise delivery by 4 p.m. You will avoid disappointing your customer and keep your commitment. And always call your customers back by the time you promised, even if it’s to say that you don’t yet have the information they want and you’ll get back to them later. Your credibility depends on how well you keep your promises.

Go the Extra Mile for Your Customers

Help them carry a large order out to their car, or give out samples while they are waiting in line to be served, etc.

Give Your Customers Your Name and Phone Number

When you are on the phone with a customer, just in case you get disconnected or they need to call you back, make sure to give them your name, phone number and any extension within the first few minutes of the call.

Express Empathy When your Customer is Having a Problem

Say things like, “I understand why you feel that way.” “I see your point of view.” “I hear what you are saying,” and ‘I’m sorry that happened.” Remember to take an interest in solving their problem, by saying, “Here’s how I can help.”

Treat Your Co-Workers as Customers

The people who work for you and with you rely on you for the services, products and information that they need to get their jobs done. Your co-workers are your “internal customers” and need special attention too, especially during the busy season when they’re as prone to stress as you. v