You can make sure that this doesn’t happen to your prospective customers by getting your staff to understand that customer service is not a department but an attitude.
At any time of year poor customer service is inexcusable. It really ticks me off. However in the lead up to Christmas and for other businesses the busy summer months, it can mean the difference between good trading results and exceptional trading results.
Here are a few winning expressions which, when uttered in a genuine way, will build the positive feelings that prospects might feel about your business. Why not go through the list and identify the ones that you believe have application in your business and industry. Then, get the staff to begin using them. Maybe $2 as an on-the-spot reward from management to encourage their use will get the program off to a good start.
1. How can I help you today?
2. I’m happy to do that for you.
3. What is most convenient for you?
4. I’m sorry there is a problem. We’ll make it right.
5. What do you think would be fair?
6. Is that all right?
7. Let me make sure I have this correct.
8. Thank you for being so patient.
9. I’ll get right back to you.
10. We value our customers’ input.
11. I’ll pass your comments on.
12. Let me find out for you.
13. I know exactly what you mean.
14. Would you like me to review anything with you?
15. Absolutely!
16. You’re welcome.
17. Do you have any questions?
18. I’ll take care of that right away.
19. Is there anything else I can do for you?
20. We appreciate your business. Please call again.
Without doubt, the right response from your staff can convert prospects into customers and can keep customers coming back!
And just to make sure you have somewhere to go with this issue,
here’s a customer-service checklist you might like to adapt to your circumstances.
* Smile before answering each call.
* Greet the customer warmly. Give the name of your company or department followed by your name and a cheerful “How may I help you?”
* Listen attentively without interrupting.
* Write down important information. Double-check phone numbers and spelling of names and addresses.
* Summarise a customer’s question or complaint to make sure that you heard it correctly.
* If a customer has a complaint, apologise sincerely for the inconvenience and work to fix the problem.
* Let the customer know about special offers or bargains.
* Speak clearly.
* Ask if there are any questions or anything else you can do.
* Close with a genuine “Thank you for your call” or “Have a great day!”
Final point: Get staff to appreciate that every customer deserves the best, for they are either buying from us or educating us – or both!
A “Must Ask” Question For B2Bs
How can we work with you to assist you to sell more?
For business-to-business suppliers this is a great question to ask of your customers.
Formally this is called “partnering” … I simply call it “smart business”, because in doing so, both businesses (yours and your client’s) can have greater leverage in the marketplace.
Now here’s where the “rubber hits the road” if you are a supplier when was the last time you asked your customers this question?
I suggest that you start with your top 30% of customers by dollar sales value. Of course I recognise (and so should you) that a customer who is not yet in your top 30% may just need a little nurturing and assistance. The offer (and follow through) of assistance from yourself may be just the thing that will get you a greater share of their business.
Now I recognise you may not have the resources or expertise to assist your top 30 per cent of customers in this way. The good news is The Right Team does. Call or email us to arrange your confidential discussion.
T: 1300 66 44 89 (within Australia)
E: partnering@rightteam.com.au | 
