Having clear guidelines for customer service is vital for every organization.I always try to get everyone to focus on the Welcome and Farewell part of the customers experience.
The Welcome and Farewell are points in time where each one of us—if we are paying attention—can make our customers feel just a little more special than they already do. .
The service guidelines are really simple, as long as we teach each and every employee in our organizations how to implement them on a daily basis one customer at a time.
1. Make Eye Contact
This is a way to acknowledge customers, patients and guests no matter what business you are in and to make them feel special and to send the message that you know they are there. This is the perfect way
to have a “one second” interaction with people. Looking a customer in the eye and smiling is a positive interaction. If this happens hundreds of times a day, your customers are WOWED.
2. Greet and Welcome Each and Every Customer
At Disney we are in the hospitality and entertainment business. Smile! We are famous for our courtesy and friendliness. We invented it. Walt said, “Keep it clean and friendly, and everything will work out just fine even after Disney” (meaning himself). He was right!
3. Seek Out Customer Contact
Look for opportunities to approach customers. They love interacting with your team. Share your knowledge with them. This is often the highlight of their visit to your organization Go to them.
4. Provide Immediate Service Recovery
Find a way to make the situation better. Be sincere. Say you are sorry and mean it. Don’t be sarcastic, rude, or defensive, as this is not part of your role. Look for some alternatives. Ask your leader for assistance. Don’t say “no” until you have tried everything else; and then it should be the leader who says “no” as the last resort. These are your customers; and by the way, you do make mistakes.
5. Display Appropriate Body Language
Don’t lean. Smile and look happy, as this is your reputation at stake. Don’t be preoccupied. Focus on your customers. Have a pleasant look on your face. As far as customers are concerned, they want to deal with pleasant people.
6. Preserve the Customer Experience
Be courteous, friendly, and helpful—even under pressure. Be professional at all times, no matter what. We, as leaders, need to stay positive and professional at all times.
Never get defensive or rude with customers. The louder they get, the quieter and calmer you get. Don’t take it personally, because they don’t even know you. They are usually upset because we have not delivered on their expectation, whether it is reasonable in your mind or not. Are some customers going to try and take advantage of you to get something free? Yes, they are; but they really are the exception. So let’s not start out by treating people as if they were dishonest. Someday, the dishonest ones will have to answer to a higher leader than us.
when the customer comes in contact with you and your people. Your people are your brand.
7. Thank Each and Every Guest
This is a common courtesy that is not so common in the world anymore, and it really is appreciated by everyone. Do it with sincerity and a smile.
So, there you are. Always tell people why you want them to do something, and the chances of their doing it go up dramatically. Constantly remind your employees of your expectations for following these guidelines. Just Be Clear! . . .Lee