Fun with Etiquette: Excellent Customer Service

What are your top 5 must have’s for displaying “Excellent Customer Service?”

I like how an etiquette consultant in my professional group, Jeanne Nelson put it: The customer service area can win or lose business and reputation for a company, the following are suggested:

1. Highly trained and professional customer service attendants should be the top priority — both the customer contact and behind-the-scenes personnel. No amount of technology or beautifully decorated premises will compensate for the human element. Attendants should present a polished appearance and demeanor.

2. Whether in person or on the phone, courtesy and patience should be routine. Knowing how to handle customer complaints and irate customers and calm and resolve issues in person, over the phone and online are essential to the company’s professional image and in retaining and increasing business. The customer might not always be right, but she is the customer! Good active listening skills and knowing the right words to say are crucial.

3. The premises should be attractive, welcoming and comfortable, with the appropriate amenities: plants or flowers, a guest telephone for local calls, attractive and clean restroom facilities, and a water cooler with the paper cup dispenser always filled. If the company is high end, complimentary coffee and tea (both regular and decaf, along with sugar, sugar substitutes and creamer) should be available.

4. State-of-the-art technology should be in place to provide swift and accurate processing and inquiry results. Trained staff and top-notch — and available — technical support are critical.

5. Follow up on all customer orders in a timely manner, inquiries, comments and complaints is the closure that determines success or failure.

Irma Wolcott is the owner of Fun With Etiquette. Call her at 956-492-4762 for more information. Website: www.funwithetiquette.com e-Mail her at: [email protected]