Telephone Greeting. When the telephone is answered in your office, are the needs of the customer taken into consideration? Do you and your team greet your customers warmly and sincerely? Do you speak very clearly when saying the company name, so there’s no question about whether your customers have dialled the right number? Is the tone with which you answer the phone positive and upbeat without sounding scripted and fake? When customers call your office, it’s important to make sure they’re properly greeted and treated with respect. After all, in many cases, your telephone greeting forms the basis for your company’s first impression.
Telephone Etiquette. Is your telephone answered after no more than three rings? Before placing customers on hold, do you ask for permission? If you do ask for permission, do you wait for customers to answer before hitting the hold button? Nothing conveys disrespect faster than asking a customer for permission to place him or her on hold, then letting the customer hear the click of the hold button before even being given a chance to verbally respond. Make sure you use the same common sense manners when interacting with your customers by phone that you would if they were standing right in front of you.
Face-to-Face Communication. When customers come into your office, do you and your team take steps to make them feel welcome? Do you treat your customers like they’re valued and important, or do you give them the impression that their presence is keeping you away from taking care of something more important than their needs? Keep in mind that you wouldn’t have a business if you didn’t have customers, so make sure to give them your full undivided attention when you have the chance to do so.
Under-promise and Over-deliver. The number one source of customer dissatisfaction is unmet expectations. Don’t promise your customers things that you aren’t certain you can deliver. One of the most important customer service communication tips to keep in mind at all times is that part of your job is to make sure that your customers have realistic expectations of what you can do for them. By making sure that customer expectations are realistic, you’ll set the stage for ensuring that you never have to deal with easily avoidable customer disappointment.