Customer Service 101 – Class #1

Featured in “Business Class” Volume 7 Issue 10

Note from Jan: If you responded to our Reader Poll, thank you. The input we received was very helpful. Many of you asked for information on building a stronger customer service culture, and since we haven’t featured that subject for a while, this month’s feature article is: “Customer Service 101”.

You’ll see that though it focuses on customer service, it indirectly provides tips in three other highly requested (Reader Poll) areas :

tips for maximizing people resources

tips for building morale

content for meetings and retreats

As the name, “Customer Service 101”, implies, it’s basic stuff. You may already know it. I hope that by reading it though, you will be reminded, energized, entertained and maybe even inspired.

Having taught this course many, many times – I know better than to give you a syllabus because you would take one look at it and say “Oh man – what a slide course! I’ve got this one made!”

And then — you would “check out” for the rest of the semester.

And then — you would miss out on a fantastic opportunity to be at the top of the class.

And then — you would miss out on an opportunity to increase sales. And earnings. And morale.

So forget the syllabus.

Let’s jump in.

***

Has this ever happened to you?

You’re in line at the only open cash register. There are six other customers in front of you. There are three unattended cash registers and three store employees standing in a corner having a conversation about the party they went to last night.

How does this make you feel?

Or what about this?

As you walk into a store, two employees are behind the counter talking. You realize they are busy and look around for a little while. You can’t help but hear that they are talking about how much they dislike the boss. You wonder if they even realize there is a customer in the store.

Or what about this?

You go to the register to check out. The cashier doesn’t look up as he rings up your items. The total shows on the register and he holds out his hand for the money. You give it to him. He gives you the change, puts the items in a bag and hands it to you. He never looks at you. Never says a word.

How do you feel when any of this happens to you?

Or to anyone else?

***

Stories like these are powerful.

Tell a few of these at a staff meeting or at the water cooler and soon you will have others in your office bringing in their own stories to share.

And because of empathy and the fact that most people don’t want to be “the bad guy”, the stories will plant important “awareness seeds” which sprout customer friendly approaches. If nurtured, these can quickly overtake any unsightly weeds of negativity or indifference.

Indifference. An important weed to kill because according to a recent survey, it is the primary reason customers become former customers. An even bigger reason than product or price or budget or competition.

See any indifference in the stories above?

Just think of the managers of these businesses.

Chances are they are in their offices toiling away to develop strategies for increasing sales and earnings…when there is a blinding glimpse of the obvious right there at the check out line. Or at the reception desk. Or in the phone center.

The opposite of indifference would include: a smile, good eye contact, good manners, a respectful greeting and a thank you.

All five of these things are on the list of Ten Things Customers Want (from a recent poll).

We can give our customers all five without spending a cent.

An instant boost to business.

A huge return on investment.

As simple as that may sound, it easily puts you in the top of the class.

The other five things customers want – they can get you even closer to the top. We’ll cover these more advanced topics in later classes.

Meanwhile, here are the Suggested Assignments . Since you are just auditing this class, these assignments are optional.

But if you are serious about service – meaning you want to provide more than just ordinary service – then you will enjoy putting these assignments to work for you. So I encourage you to get started right away.

The author gives permission to distribute copies of this article as long as long as it is copied in full -including the box below.

Jan is a management coach (CUCG, PCC) with thirty years of sales and management experience. She loves sharing her experience and expertise with business owners and managers so that they can get through tough situations, and then make and celebrate the achievement of big goals.

Check out her programs, services & tools at www.businessclassinc.com

One of the free tools she provides is the Business Class E-Zine. Especially suited for business owners, managers & professionals, it includes ideas & inspiration to boost morale, save time, increase productivity & build business. Better Business… Better.

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