■ Courtesy counts.
■ Attitude is everything.
■ Do the right thing at all times.
Next, focus on your questioning skills. It may help to write down some sample open and closed questions that you will frequently use. Review them often so you will become comfortable using them. Remember that no matter what type of question a customer asks you, you should always try to give more than a one-word answer. Find ways to give your customers more than they ask for.
When customers say no, find out the reason and offer the best solution based on each customer’s needs. Finally, and most importantly, listen actively. Listening is your most important skill to master. Unless you listen well, you are not going to know what is best for each customer.
Now that you have learned the nuts and bolts of communicating effectively, it is time to let your personality shine. Establish a rapport by being friendly and interested in your customers in order to find common ground.
You learned how to deal with different personality types, people from different cultures, and people with disabilities. The most important thing to remember is to treat all your customers the way you like to be treated.
Forming a customer-first mindset is going to help you when you are confronted by a difficult customer. When you use courteous words, display appropriate behaviors, communicate effectively, and work to build strong relationships, you firmly cement your customer service skills so you can help any customer in any situation.
Warmly greeting customers helps them form a positive first impression, whether you are face to face with your customers or they are serving themselves.
Conveying your willingness to help and maintaining a positive attitude helps you assist your customers whether you are e-mailing or speaking by phone. Finding the best solution for each customer and ensuring they are satisfied before ending your contacts will help you build solid relationships that result in loyal customers in every type of customer interaction.
