Customer Service Policy

ATTITUDES ARE CONTAGIOUS!!!!

is YOURS worth Catching????

Make sure that customers knows what to do if there's a problem. Post the phone number and location of a help desk, and make sure that someone is there when they need help.

Know and use your tools. It is important to be aware of the different ways to translate your commitment to customer service into actions. This includes:

• Voice Quality and Tone Body Language
• Rapport and General Telephone Etiquette

Small talk can make a big difference. Say "hi" and take the time to chit-chat. People are less likely to get upset over something if they feel like your friend. Also, they will be more comfortable giving comments and suggestions.

Complaint management is key. Customer complaints should serve as indicators of customer satisfaction as well as sources of product and procedural innovation. Let customers know the phone number and e-mail that they can use in order to make comments or suggestions, and let them know that you value their input. Some ways to do this include recording complaints and providing feedback to customers about how problems are being resolved.

Honesty is the best policy. If you make a mistake, admit to it. This works out better than trying to lie, and it shows that you have integrity.

Created by Lee Bacon, Nicole Verkruyse, Sally Yang, and Fran Hunter
April 21, 2000