May 26, 2010

Teri's Tip #4

External customer service is directly related to Internal customer service.  Showing appreciation and helping each other out starts a ripple effect that carries out to the final customer.

Start complimenting and praising co-workers.  It certainly doesn't cost anything and it may be the only words of appreciation they have received in a long time.  Be sincere though, faking it won't work.

May 11, 2010

Teri's Tip #3

Behaviors can affect attitude.  Don't let a bad attitude control how you behave.  Act in a positive manner (smile, for example)  and you'll be amazed at how it can change your mood.

 Customers don't care what kind of mood you are in, they only care about how you make them feel.

May 7, 2010

Teri's Tip #2

Share compliments with fellow co-workers when they help you out.  Great customer service has a domino effect that starts with great internal customer service. 

It's easy! Just say comments like: 

"Thanks, I really appreciated your help with..." 
"Wow, I could not have done it without you..."
"It was great of you to help me today.  Thanks."

May 5, 2010

Teri's Tip #1

Remember it can be a  gift when customers complain.  It gives you an opportunity to learn something about your processes that will enable you to improve.

The key is to fix their concern (see Service Recovery) and then go back and figure out what caused the complaint and see if you can prevent it from happening again.