The 10 Golden Rules of Customer Service

1. The 10 Golden Rules of Customer Service

THE 10 GOLDEN RULES OF
CUSTOMER SERVICE
IVANOVA A.,A1-1
Moscow 2018

2. Content

CONTENT
1.
Introduction.Who are the customers?
2.
Skills for Customer Service
3.
Keys to Excellent Customer Service
a)
Great listener
b)
Effective communication skills
c)
Customers are very sensitive
d)
Anticipate needs
e)
Get regular feedback
f)
Help customers understand your systems
g)
Give more than expected
h)
Know how to apologize
4.
Conclusion

3. Who are the customers?

1. Introduction
WHO ARE THE CUSTOMERS?
Customers are people who need your assistance.
They are not an interruption to your job, they are
the reason you have a job
Internal Customer
External Customer

4. Skills for Customer Service

SKILLS FOR CUSTOMER SERVICE
• KNOW ABOUT YOUR ORGANISATION
• LEARN THE TECHNICAL PARTS OF THE JOB
• COMMUNICATE WELL
• BE CONSISTENT
• BE ORGANISED
• KNOW YOUR PLACE IN THE TEAM AND BE A TEAM PLAYER

5. 2. Keys to Excellent Customer Service

2. KEYS TO EXCELLENT CUSTOMER SERVICE
TREAT YOUR CUSTOMERS THE WAY YOU WOULD LIKE TO BE
TREATED
A CUSTOMER IS ALWAYS RIGHT
RESPECT YOUR CUSTOMER’S TIME

6.

BE A GREAT
LISTENER

7. The customer is always right

THE CUSTOMER IS ALWAYS RIGHT
It is a motto or slogan which exhorts service staff to give a high
priority to customer satisfaction.

8. EFFECTIVE COMMUNICATION SKILLS

Smiling face
Body language
Eye contact & visible mouth
EFFECTIVE
COMMUNICATION
SKILLS
Some questions
Summarising what has been said
Checking for understanding
Encouragement silence to continue

9.

KNOW YOUR CUSTOMERS
ANTICIPATE
NEEDS
IDENTIFY TRENDS AND CREATE A PLAN
AROUND THEM
THINK LIKE A CUSTOMER

10.

GET REGULAR FEEDBACK
ENCOURAGE AND WELCOME SUGGESTIONS ABOUT
HOW YOUR COMPANY COULD IMPROVE.

11. Help customers understand your systems

HELP CUSTOMERS UNDERSTAND YOUR SYSTEMS
TAKE TIME TO EXPLAIN HOW YOUR
SYSTEMS WORK
ANSWER ON ALL QUESTIONS OF INTEREST
TO THE CUSTOMER
TELL THEM ABOUT ALL THE SERVICES
OFFERED

12.

WHAT CAN YOU GIVE CUSTOMERS THAT THEY CANNOT
GET ELSEWHERE?
GIVE MORE THAN
EXPECTED
WHAT CAN YOU GIVE CUSTOMERS THAT IS TOTALLY
UNEXPECTED?
WHAT CAN YOU DO TO FOLLOW-UP AND THANK PEOPLE
EVEN WHEN THEY DON’T BUY?

13. KNOW HOW TO APOLOGIZE

THE CUSTOMER MAY NOT ALWAYS BE RIGHT, BUT THE CUSTOMER
MUST ALWAYS WIN

14. Appreciate the power of “Yes”

APPRECIATE THE POWER OF “YES”
• ALWAYS LOOK FOR WAYS TO HELP YOUR
CUSTOMERS.
• WHEN THEY HAVE A REQUEST TELL THEM
THAT YOU CAN DO IT.

15.

4. Conclusion
CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART
OF EVERY BUSINESS
MAKE IT YOUR PRIORITY
BE AWARE