Ten Secrets of Customer Service for beams

Ten Secrets of Customer Service for beams Recently I was facilitating an exceptional customer service   Program for lunch and broke it. Knowing that the restaurants   in an area that has much to be desired in that it gave me the   students fifteen minutes extra lunch.Sure enough for a group of four students came running up to   In the classroom with their lunches in hand. I sincerely   apologized and explained that the poor first   service in a restaurant (the restaurant is part of a national   Chain. Hint: Its name refers to a day of the week. Can I? No   Give the complete answer.). He explained that   after the waiter initially took their order, who have waited 45   Minutes before their food finally arrived. During the wait, no   reached the control them.They explained the food and, finally, the time has come   To leave the classroom. They were not happy. They asked to see   Restaurant manager. The director came to sheepishly   view and asked: "What's wrong?" One of my   Students explained the situation to the restaurant   manager replied: "The food bill only shows   Wait eleven minutes. "My students were not satisfied   and says that if the director asked, "Can not   It's like dessert? "My students are again expressed   Not happy. Every time my students expressed their   Unhappiness, the manager would say sorry. My   Students were? do not buy it. The manager then left without   Explain where and what he was doing. The operator   retued and said that my students were the meals free.   Even if the director gave them free meals my students   said it would never retu to that restaurant or any other   Chain.So restaurant that was why? Customers not happy? The restaurant is   the opportunity to tu a difficult customer service experience   in a win-win situation for all and is wasted. Not only   of these models, my students will never retu to any   restaurant chain, but like many others who   Tell their bad experience? The unfortunate   customers on average tell 27 others about their   Experience. Using the Inteet, where Web pages   or e-mail, you can increase that number in the thousands, if not   Millions with the click of a button. However, according   the Department of consumer, 82-95% of the miserable   whether to refer customers really impressed and five   Customers.Let new? s take a look at ten secrets that not only the recovery   his client in any situation, but have a new reference   customers, but adding more money to your bottom line   Revenue.1. Smile   Nothing can tu a hostile situation when the position   Faster than a sincere smile. A smile that says: "I want to help   That in a positive way. "It communicates that are positive   About interaction with the customer. A sincere smile   improve the communication process so you can find   Faster.2 solution. Look like the solution Creator   Be sure to introduce yourself, find the score? S   name, and let your customer know your position and why   You are there. This allows the client knows you are taking   responsibility to create a solution for them. One could say   Something like:   "Hello, my name is Mike. I am the manager of this place. I   I am here to help in this situation, please tell me about   He. "Notice I did not say," What? s the problem? "Using   "What? And the problem? "Start your customer service   Situation in a negative note. The customer is thinking   "You? Back problem ',' This is the problem, "   "The whole world is the problem," etc. When you start the   conversation with "I am here to help you in this situation,   please let me know that you are creating a "verbal   Agreement "on the client? s account of moving towards a solution.   Note: If possible, please use the client? S name   All conversation.3. Listen   Customers wishing to tell their side of the story and feel as if   only listen, but listening to them. A mental   step back and engage in active listening   Customers? s history with an open mind so you can find a   Solution. In this situation, the operator was silent   while my students were explaining their story. Be active   listening and creating empathy ( "put on   Customers? s shoes ") with statements like:" I can appreciate what it is? are saying. "*" I can not understand how? d feel that way. "*" I can not see? would be troublesome. "*" Sounds like? I have caused inconvenience. "*" What I have realized that the situation is ... "Please, stay away from the communication that alienates customers   such as: * "I do not know why you are so upset." * "What? s the first time you complain about that. " * "I know how it feels. "(why not? T) *" Boy, you? Certainly crazy. "In the story above, the students said that the operator   State? Not satisfied with the service, why not? no   Time to eat their meals. The director does not listen, she says,   "Would you like dessert?" The solution is not more food.   Listen for the answer! 4th Sorry for the right reasons   Be sincere in its conce for the customer and say sorry   The right way. Many times, in the warmth of the customer   service to the situation we show some signs of conce about the   to do the following: * The first words of interaction with the words: "I? sorry. "First, no? Not find any information from the customer to feel sorry .* Say the conversation with everyone saying what we feel. When we say sorry to say exactly what we feel for.The students, even if the operator is required to repeat   Unfortunately, no? I do not think the manager was sincere in his   Apology. The correct words to say that we feel is as follows: * "I? I think we had to wait so long for food. "*" I? I believe that were treated in this way. "*" I? I believe that our employees have said that to you. "*" I? sorry this has happened. "Let the customer know exactly why we feel. The   Students through the operator? s "sorrys" are sincere   because he never mentioned why he was sorry.5. Leave your personal way.   Let customers know you personally create a solution   For them. It could be as simple as saying, "I? Taking m   Personal responsibility. "6. Do what they want   One of the fears we have to try to meet the   customers is that we think they want something beyond our   Reach. Ask the customer, "What do you do?   or "What does it mean for you?" You   was surprised by the fact that in most cases unless the client requests   Who were willing to give.7. Statements condemning the use   Make sure that the next to win the trust of customers: "We? Are you going to do something! "*" Let's make a change now! "8. Present a clear plan of action   Make sure the client knows what to do   Rectify the situation to them. 95% to make things right for   the customer is aware that what you are taking action   To make a difference for them. Explain the actions that they   and deadlines that must be taken to make things right for them.   If you need to exit or make a phone call to get   Further information, including: * "Please forgive me and make a phone call to obtain the best solution for you. This will have five minutes, please can you expect? "*" Sorry, I must ask the person with the missing piece of information so we can resolve this quickly for you. Do you mind waiting five minutes? Note: Be sure to retu to score the first time   The specified time. If promised ten minutes, you   Back to the customer before ten minutes. Usually   twice the normal time to obtain such information.   If you know you have ten minutes to obtain the response of   customer and the customer said it will contact them   Within twenty minutes.9. Move quickly to solve   If the procedure 1-8 you are ready to give the customer   the solution wanted a win-win situation. Can   confirm this with the following statement: "It would not be acceptable to you?" * 'It is this the solution you were looking for? "*" This right to do things for you? 10th Require undertakings   If you did everything right this is the ideal time to ask the   Customer to do business with its new   Organization. It was found that they were professionals,   Care, honestly, positively and proactively. Why would you do? No   Doing business with you? Some of the ways you can say is: "We would like the opportunity to serve in the future." * "Please go back and I personally guarantee that you receive outstanding service." * "That's 20% of coupon. Please use at your next visit to our establishment. "E '? s important to know the customer who is   We appreciate your business and want to retu.   Remember, if you've done everything right, not only were   retu, but others do business with   You. Use customer service to build situations   its business.Ed Sykes is a professional speaker, author, and success   coach in the areas of leadership, motivation, stress   management, customer service and teamwork. Can   e-mail him at mailto: esykes@thesykesgrp.com or call him   (757) 427-7032. Go to their website,   And the registration for the newsletter,   OnPoint, and receive the free eBook "secrets, stories and   Tips for Customer Service Wonderful. "