How do you give quality service?
In the previous section, we learned that you have to determine the needs of your customers first, by asking questions and setting standards for how you are going to deliver service. Only then can we give them the kind of quality service they expect.
Customer service consists of:
The systems you have to work with. For example, the department’s policies and procedures. How easy is it for the customer to do business with you. and…
YOU! This is what we will concentrate on in this tutorial – what quality custoomer service looks like from you.
How do you give quality service?
To show you what it looks like, we will take you through the 10 Golden Rules of Customer Service!
To start each rule, you will be asked a multiple choice question. Select your answer and then read about the Golden Rule.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
Fill in the blank: “When doing my job, I…”
Answer: Always friendly to everyone.
RULE NUMBER 1
BE CUSTOMER FRIENDLY
This is probably the most important rule. Being customer friendly includes all the things that the customer sees:
The following pages will demonstrate the importance of each of those skills in various types of communication venues.
Face-to-Face Communication
Most often, when we are in face-to-face communication, we think of the importance of the spoken word – how articulate we are.
Is this important to the customer? Certainly it is, but amazingly, our body language accounts for most of the interpretation of our message by the customer (55%). Our tone of voice is also even more important than what we say (38%). So, even though what we say (7%) is what we mean, if we don’t show it in our body and tone of voice, it won’t be believed by the customer.
Face-to-Face Communication - Words
Given that the spoken word counts for only 7 percent of the face-to-face communication experience, you want to make sure those words count! Speaking of counting, do you know what the five most powerful words are in customer service?
Hint: They are not, "Hey, how’s it going today?"
The five most powerful words in customer service are: How can I help you?
Face-to-Face Communication – Body Language
What does closed body language look like?
What does friendly body language look like?
(Which one would you choose?)
Face-to-Face Communication – Tone of voice
Your tone of voice can mask what your words say. People will believe your tone before they believe your words.
• Smile when you talk – your tone of voice will smile too.
• Monitor your volume – be neither too loud or too soft
• Sit up straight
• Project the appropriate energy.
Telephone
People will believe your tone before they believe your words. On the telephone, you only have your words and your tone to get your message across.
Face-to-Face Communication – Listening Skills
A large part of quality customer service is the ability to listen well. What does this look like:
• Nodding, smiling
• Repeating what you have heard to confirm understanding
• No interruptions – turn off your cell phone
• Limit your mental distractions.
ATTITUDE
Being customer friendly means you have the right attitude. It’s a choice YOU make every time you interact with a customer.
Control your negative thoughts.
Get rid of your filters. Filters are a form of negative thoughts. Filters are biases, attitudes, and emotions that color our perceptions of others.
For example, you may have encountered a person who was a trouble-maker in one of your classes. Here she comes again. Your filter toward this person may prevent you from giving her the service she deserves.
Control your negative thoughts.
Negative thoughts can consume you and eventually develop into a habitual way of reacting, especially towards certain people or certain types of people. You can't change others, but you can change your thoughts. Learn how to control your thoughts and think positive.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
A customer walks in and you are behind the desk. Which would you do?
Correct answer: Ask, “Can I help you?”
RULE NUMBER 2
Greet and acknowledge customers immediately.
What does it look like?
People like to be recognized. Have you ever been somewhere and wanted service and people seem to ignore you? You aren’t sure what to do. A smile and hello is always welcomed!
Always remember the 5 foot rule: Make an acknowledgement by the time they reach 5 feet away from you.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
Which are you more likely to do?
Correct answer: Give people the benefit of the doubt.
RULE NUMBER 3
Give people the benefit of the doubt.
Your customers are there because they want to be. They have needs and wants and expect you to be there to help satisfy them. Give them the benefit of the doubt when things don’t seem the way you think they should. Perhaps they don’t know the rules or how things work. “Seek first to understand, and then be understood.”
EXAMPLE #1
For example: You work for HPER in the pool area. A customer (who looks like a student) is taking a pair of goggles from a shelf clearly marked “staff.” You approach him explaining that he is not in the correct area. He tells you that he in fact is staff and shows you his staff ID. You feel embarrassed. What you should have done is asked him if you could help him before you passed judgment.
EXAMPLE
#2
Another example may happen with an international student. You go to shake his hand and he will not shake back. It annoys you. A co-worker who has been here for a long time explains that in that culture one does not shake hands and you should not be insulted.
International customers may have different customs and understanding of things than we do. It is important to take extra care to give them “the benefit of the doubt.”
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
When a problem is presented, what most describes your style?
Correct answer: Try to find a solution as soon as possible.
RULE NUMBER 4
Concentrate on problem-solving not fault finding.
When there is a problem that needs a solution, first find the solution rather than spending time on why it happened. Your customer does not care why – he just wants it fixed. If you need to, you can explore the “why’s” after the customer has been helped.
EXAMPLE
An example: A customer comes to you with a late fee and said that it is wrong. You look up the records and see that she is right. You start to investigate why this happened.
You should just fix the problem and find out later – after you have resolved the problem.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
You are asked directions to a room in your building?
Answer: Politely and accurately tell the person where the room is and, if possible, take the person to the room.
RULE NUMBER 5
Be willing to go the extra step.
Remember the discussion earlier of the customer service Report Card. Go the extra mile for your customers to get that B or even A experience. Rather then just telling them “how”, “show them how,” when possible.
EXAMPLE
An example: Someone asks you where a book is located. You take her and show her where the book is rather than just explaining where it is located.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
A computer lab customer asks you a question you don’t know. You tell him you will follow up and get back with him.
Correct answer: You find out the answer and call him when you find out.
RULE NUMBER 6
Always follow through.
Say what you will do and do what you say! Never tell someone something and then drop the ball. Take the time to follow-through on your promises. It’s what the customer expects!
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
You needed to refer a customer to a co-worker, and then you see the customer leave satisfied. Which are you more likely to do?
Correct answer: Thank the co-worker for his/her assistance
RULE NUMBER 7
Thank people.
A simple “thank you” is a powerful message to the customer – thanking them for their business. Remember, that is why you are there – to serve the customer – without him, you wouldn’t have a job.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
A student comes into your computer lab and says she needs to complete something for a class in 10 minutes and wants a machine. You have to tell her there are none available for at least 15 minutes. How would you handle it?
Correct answer: Tell her you understand and that all computers are booked. Apologize and give her directions to a lab in another building.
RULE NUMBER 8
Handle difficult situations sensitively.
Be honest with people even though it may be a difficult message you have to give. In the end, both you and the customer will be better off.
How do you deliver that difficult message?
Knowing how to say "no" calmly and properly is often key to dealing with an upset customer.
If the customer gets upset when you deliver that message, remember:
You can’t resolve an issue until the emotions are gone.
Understanding the situation is a key to diffusing the upset customer
If the customer gets upset, remember these 10 steps:
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
If you were to visualize the "customer," what picture would you see?
Correct answer: Someone from outside or inside your work area/department, including your co-workers and supervisor.
RULE NUMBER 9
Don’t forget your internal customer.
Who are your internal customers?
They are all a part of your customer service attitude.
EXAMPLE
For example, your co-worker is having trouble understanding a policy that you are familiar with. You take the time to explain it to her.
"The Golden Rules" Quiz
Do you have what it takes to deliver quality customer service?
If you are to summarize how you feel about this job, what would you say?
Correct answer: This job is what I do right now. I have full responsibility.
RULE NUMBER 10
Own (or partner) the experience.
The job is yours. Take responsibility for every encounter you have with your customers!
It’s up to you to manage the customer’s experience!
A “Defining Moment” is when that customer first enters your place of business – it’s that moment that makes the first and sometimes final impression. It doesn’t take long and it can make all the difference in the world.
If you are the first thing the customer sees or deals with, YOU are the defining moment.
Have you ever walked into a place of business and the person at the counter is talking on a cell phone and never looks up at you. You aren’t sure what to do – should you interrupt?
This is a Defining Moment and leaves the customer with a poor impression. Of course, you should have greeted her immediately!
IN FACT…
Most of all, remember…
YOU are the face of University Libraries in the eyes of the customer!
CONCLUSION
By taking this short tutorial, hopefully you have gained some insight into the importance of giving quality customer service at UNLV – what it is, how it looks, and, how you can make a difference.
Good luck and remember; It is your job to manage the customer’s experience. Do what you can to make it a good one!