Grand Slam Customer Service

Recent research illustrates that clients do not believespirit, of love, of passion, of commitment in everything
that they obtain good customer service. Clients believeand anything that they do.
that they deserve to obtain good customer service-Genuine interest
and that are correct! Organizations exist because ofFor you to provide proper and efficient customer
clients. Simply put, lights to not turn on, computers doservice you must be genuinely interested in helping
not computer and salaries do not get paid without aothers. Do not look at customer service as simply a
client!job. One of the greatest mentors of all time is Dale
Recent companies that fail to recognize a client areCarnegie; his noticed this over 60 years ago. Genuine
Home Depot and Jet Blue. In the case of Home Depotinterest in others, empathy for problem resolution and
more time was spent on inventory systems andsympathy for the client is the way to influence and
accounting then on the people that buy the inventory.create client value. Client service is about humility and
Jet Blue kept passengers on a tarmac for 10 hours socomfort. Your personal and professional goal is to
that planes would fly. To their credit Jet Blueensure your clients trust you and you can build an
immediately attempted to remedy the situation.honest relationship that assists in meeting every want
Companies that excel in service include Southwestand need.
and Starbuck's. Southwest sends birthday cards to itsListening skills
passengers and Starbuck's creates an experience.Human nature has us speaking too much. We are
What is it that sets the good from the bad? How doprone to telling and speaking and not much listening. I
good companies provide grand slam customerencourage you to question your client. Questioning
service? There exists five simple techniques thattakes the focus off you and places it on the client.
enable to hit a home run with clients everyday.Questioning gets the client to speak and not you.
SmileQuestioning enables you to acquire helpful information.
The first tool of your trade, or those that you employ,Sincerity
is a smile. Yes, a warm empathetic smile. NothingOne of the greatest gifts of mankind is the ability to be
cures the ills of a day or a situation than a smile. Smileshumble and sincere. Client service meets needs, but it
are like a warm bowl of soup on a cold winter's day.also suggests a problem solver. The customer service
They are like your dog, cat, child, or significant otherarea is the linchpin of the organization since good
greeting you after a long absence. Smiling breakscustomers tell others about positive experiences. The
down walls and creates empathy and desire. It breakscliché is correct; one good client tells another,
the ice for good dialogue.one bad client tells 20. You mission is to provide
Passionempathy and hope that you will resolve issues when
The secret to successful customer servicethen come to you.
representatives is that they absolutely, unequivocallyCustomer service need not require daily home runs.
love what they do. Successful customer serviceHowever, consistently keeping your eyes on the ball,
representatives love challenges, are exceptional inbeing in the field of play and catching errors are the
overcoming adversity, and love the product or serviceways to achieve success. Why not use some of
that they represent. They are never shy or reserved,these techniques during spring training to help focus
and you can sense their spirit and their passion whenyour team and create a field of clients for your
they speak. In fact, I heard a South African phrase thedreams.
other day: Enbutu, meaning from the spirit. Successful©Drew J. Stevens Ph.D. 2007 All Rights
customer service representatives have an aura ofReserved.