YOU ARE WELL COME ON-BOARD
I am excited to have you on our team and want you to be proud
to serve your customers by providing:
GOOD ???
GREAT ???
EXCELLENT ???
EXCEPTIONAL – that’s it
Customer Service
CUSTOMER CONTACT IS A MOMENT OF TRUTH
When “customers” first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they…
Like You
Dislike You
Indifferent
… that will largely determine the satisfaction of their experience (and yours)
PROFESSIONALISM
Attitude
Attentive – listen and care (make them know they matter)
Give accurate information, don’t be afraid to say “I don’t know, but I will find out”
Friendly approach – watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
Stay positive
Attention to detail
Go the extra mile
Use names whenever possible
Work Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command
Etiquette
Telephone
Greeting
Holds
Transfers
Workspace
Clean from clutter
Organized (know where to find things and put them back in their place)
No food, drinks in covered containers
Socializing limited to break times (includes
Appearance
Refer to handout for helpful guidelines
COMMUNICATION:
Use Clear and Concise Communication and be the Problem Solver
Verbal
Speak clearly at an appropriate speed
Be aware of your tone and inflections
Give undivided attention
Written business email and letters/memos
Use correct grammar
Limit styles and images
image
Non-verbal
Watch body language, lack of eye contact or signs of frustration
Language
Avoid use of:
Vulgar or profanity language
Sexually explicit or suggestive comments
Discriminatory or demeaning comments
There is never an appropriate time for any of these in the workplace
Confidentiality
Health Insurance Portability and Accountability Act
Family Educational Rights and Privacy Act
Adjust tone and volume
Use a privacy screen where appropriate
TEAMWORK
Be respectful of all members of your team
Be coachable and open minded to help offered by your supervisor or other members of your team
Be willing to work together to accomplish department and institutional goals
Be willing to be available and do your share of necessary extras (take one for the team)
Be willing to share you knowledge with others. Mentor and support new team members
Give recognition and credit wherever you can for a job well done or a difficult situation well handled.
DIVERSITY:
Be understanding and accepting of people or situations that do not fit your comfort zone
Keep you temperament in check
Be aware of your biases
For organisations, firms booth strap that hope to increase high return on investment(ROI) And customer royalty, these tips will help, customer centricity is key, untill the next episodes, stay tuned to this profile.kindly vote this article if you find it helpful.Thank you for reading.