Now, you might be wondering how does she know these are effective tips. That’s a really good question and I’m glad you might have asked. I grew up in Las Vegas. I attended UNLV and majored in Communications. In Las Vegas for forty years, I was surrounded by people from all walks of life. I was employed by three major hotel casinos. The training I received was instrumental. In the sixteen years that followed, I owned my own business that I opened when I was 29. During those sixteen years, I was privileged to provide linen service; not only to residential customers but commercial clients as well. I know this much. I learned excellent customer service and I know how I like to be treated.
The past few
months have opened my eyes. My interaction with people in my travels, has led me to ponder several
things in regard to customer service. What can I do to help? Help what? Help anyone who might need insight to
excellent customer service. These are three of my basic
tips to an improved customer service experience.
1. Customer First.
Simple. They come first. Pay attention to them or guess what, they'll go somewhere else. They are the one that is enabling you to earn a paycheck. When they show up at your counter, smile and welcome them. Be polite and accommodating. Engage with them and their needs.
If they are calling on the phone, give your attention to that call. Don't carry on a conversation with a clerk, that is there in person. If you picked up the phone call, give your attention to the call or you can politely ask if they can hold the line for a moment. Then, place the call on hold. When you go back to the call, give them your undivided attention. They deserve it. I had this happen just the other day and the saddest part, the woman is the Store Manager. I guess that could be one reason their stocks are down.
2. LISTEN.
I was told this years ago. God gave you two ears and one mouth for a reason. There's a difference between hearing someone and listening. When I was in the hotel industry, there were times we were aware of customers birthdays, anniversaries etc., or maybe a customer would mention they were coming for a special occasion. If we weren't listening, we'd miss an opportunity to make their stay memorable. You want their visit memorable. While taking room reservations, a discussion would take place and the guest would mention to me in conversation that they were light sleepers. Whatever the case, listening was the answer. There were little things I would do to make their stay more enjoyable. I made it a point. Their reservation could have a request noted to be away from the elevator or I'd request the room in an area that was quiet or maybe a pool view. We had many returning guests who would request a view of the Las Vegas strip. It was a pleasure to request that for them and customers do appreciate it as well. They'd show up and be pleasantly surprised that their needs were noted and remembered. You need to go that extra step to insure their stay will be memorable. There are other properties they could have gone to and in that moment, you've got a shot to win them over. Let them know you are happy they are staying with you. Don't blow that opportunity.
3.PROVIDE VALUE.
A customer wants value. You want value. When you go shopping for an item, you want to know it's worth the hard earned money you are spending on it. You aren't going to spend a fortune on something you know isn't going to last or be worth the money you're expending. Right? Explain why and how the item is of value to the customer. How is it going to make their life better? How will it help them? It's up to you to know about the products or items you are representing. You need to explain and introduce those benefits to the customer. If you don't know or aren't sure, then you need to spend time making sure you are familiar with the items thinking about potential questions you will be asked. That way the customer can make an informed decision to purchase whatever it is you are representing or selling. The more you know about these things or items, the more valuable you are, and the products to the customer. If you work in a grocery store and a customer asks for turmeric and you have no idea where to locate it, you should familiarize yourself that it is on the spice aisle. The same principle for a cosmetic counter. You should know the products, familiarize yourself with their benefits and how they are used so you can explain their benefits to your customer. You are then providing value to the customer, the company and yourself.
I hope my experiences have been helpful and I enjoyed sharing them with you. I find that our experiences, when they are shared from a place of love, can be of value if we are listening and genuinely are wanting to make a difference.
