Contact: John Tschohl
(952) 884-3311
Email: quality@servicequaity.com
Web: www.customer-service.com
By John Tschohl
Note to Editor: Feel free to use all of parts of this news release. John Tschohl also is available for personal interviews. You can contact him at the phone number or e-mail address above.
There is no denying that Tiger Woods is the greatest golfer on the links today. He is talented, charismatic, and successful, making more than $80 million a year. He also is driven, dedicated, and determined, which is apparent by his focus on the fundamentals of the game and the many hours he spends practicing the basics every week. If you want to be the Tiger Woods of customer service, you also must focus on—and master—the fundamentals. As the founder and president of the Service Quality Institute in Minneapolis, Minnesota, I have been teaching these fundamentals to people throughout the world for almost 30 years. And I will tell you this: If you master these fundamentals, you will go far, no matter who you work for or what business you are in. What are they? Read on.
1. Feel good about yourself. You must believe in yourself and be confident of your ability. Your attitude—and how you feel about yourself—is reflected in everything you do and say. Your attitude not only determines how you approach your customers and your coworkers, it determines how they respond to you. Developing a positive attitude involves developing a good self-image. Pump yourself up. Give yourself pep talks while driving to work and pat yourself on the back while driving home. Focus on what you did right that day rather than on what went wrong. Read books on self-improvement and practice what you learn. Your attitude, more than your aptitude, will determine your success.
2. Practice habits of courtesy. Everyone has the right to be treated with courtesy, dignity, and respect. It shows that you care. Say “thank you” and smile. Apologize without blame. Interact with customers and coworkers on a personal level and recognize them as important individuals. Call them by name; it makes them feel welcomed and valued. If you don’t know a customer’s name, ask. Introduce yourself and start a personal relationship that will drive your career.
3. Give positive communication. Remember that it’s not what you say but how you say it that’s important. Communication must be genuine, specific, sincere, and timely. What you say is evidence of how you feel about yourself, your job, your customers, and your coworkers. Smile, make eye contact, and be attentive to what your customer is saying. A smile is magic; it draws people to you. Even if you are communicating by phone, the person on the other end of the line can hear the smile in your voice and will react positively to it.
4. Perform for the customer. You can be the nicest person in the world, but if you don’t perform for the customer, you won’t go far. Keep your promises. Do what you say will do—and do it with quality and speed. If you say you are going to deliver the order on Tuesday, do it. If you say you are going to call on Friday, do it. Deliver on what you say you’ll do.
5. Listen carefully. Pay attention to what the customer is saying he wants. Actively listening to what your customers—and your coworkers—say shows that you care about what they have to say and goes a long way toward developing strong relationships. Rephrase what he is saying to ensure that you understand. Ask questions. Listening shows you care and gives you the information you need to serve the customer—and to serve him well.
6. Learn and grow in your job. Learn everything you can about your company’s products and services. Take advantage of any training and tuition reimbursement your organization offers. Look for training outside the company, as well. The more knowledgeable you are, the more capable you will be. And the more capable you are, the more successful you will become. Read books on customer service, and read at least one self-improvement book each month. Become the most knowledgeable person in your organization and you will be noticed. If you are noticed, you will be promoted. Focus on these fundamentals and practice them on a daily basis, and you will become the Tiger Woods of customer service. In doing so, you will be recognized and rewarded.
John Tshcohl is an international service strategist and speaker. Described by Time and Entrepreneur magazines as a customer service guru, he has written several books on customer service, including Loyal For Life; Achieving Excellence Through Customer Service; e-Service; The Customers is Boss; and Ca$hing In: Make More Money, Get a Promotion, Love Your Job.
You can contact John at 952-884-3311 or e-mail him at quality@servicequality.com .