The Essentials of Customer Service

Customer Service is KEY to a successful business.

Person to Person
Smile and say "hello" as soon as they enter your place of business
Engage customers in a short exchange to build a relationship if appropriate
Look them in the eyes
Be excited to see them and focus only on them when they are talking
Stay attuned to them and watch for signs of needed assistance
Let them know you care and are glad they came in
When they leave- Smile, say goodbye and thank them for coming in

Phone
Answer by the second ring
If you have to put someone on hold ask first and tell them how long it will be
Get back to them as soon as possible and don't leave on hold for more than 60 seconds- if you will be longer give them the option of being called back
Smile~ you sound friendlier over the phone when you smile
Use a high quality answering machine or voice mail system
Smile when you record your message
Call people back within that day or the next day at the very latest

Leaving a Message
Speak clearly and slowly
Repeat your name and number twice
Explain quickly the nature of your call
Be attuned to confidential matters and don't disclose information they may not want others in their home or place of business hearing