This presentations gives 32 tips about how to go about customer service. Clients always come first in customer services. We used this slide to help train staff internally.
2. Know your mission statement
Mission: To be the leading
specification marketing
agency in Australia
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3. It’s all about the clients.
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4. All client dealings (email, phone or in
person) should be handled with a 24 hour
turnaround period.
Be prompt - get back to clients right
away, even if it’s saying I will get this to
you by…
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5. When dealing with clients always FOCUS
on them. Zone in on what they are
saying. Don’t day dream. Get involved in
the conversation, ask relevant questions.
No one likes a wood duck.
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6. Be proactive speak to each of your
clients and find out any major relevant
events for the year.
Sign up to client newsletters/subscriptions
to be continually be in-the-know about
them.
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7. Listen Actively - clarify what they’re
saying, refer to previous conversations.
Ask questions.
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8. First Impressions are very
important.
Have a presence,
show them why you’re
the best at what you do.
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9. When emailing, read carefully, and
respond appropriately - i.e., if a client asks
for specific information make sure you are
providing useful relevant info.
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10. After service – what you do afterwards
goes a long way. Always check in with
the client and find out if they were
satisfied with the service provided. Action
any requirements.
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11. Your job is to get back to them.
Follow up and follow up again and again.
Leave no room for complaint. Persistance
pays off.
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12. Urgency! - Time is everything and
valuable (including yours)
You're not a sloth.
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13. Know your place.
Be ready to be given constructive
feedback from the client but also
when prompted to give appropriate
feedback.
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14. Know your boundaries. What you
deem amusing might be offensive to
others.
Remain professional at all times. No
profanity.
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15. Step into their shoes - how would I feel?
Ask yourself this question when in doubt.
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16. Client comes first. The client is always
right.
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17. It's not personal they just want
answers.
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18. Don't complain/whinge or be defensive.
The have 99 problems and you aren't
one.
You are a solution all the time. Nothing is
a problem, you figure it out - research,
use your tools.
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19. Confidence. It’s attractive. But know
the difference between this and
attitude. Remain humble.
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20. Hierarchy. Know your role to play and
make sure the clients know who they
should be communicating/dealing
with in terms of what.
E.g., when to go to management.Copyright Specix Pty Ltd 2017
21. Honesty! I'll get back to you - best
answer when in doubt. Get straight to
the point. Be transparent and factual.
Back yourself up.
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22. Had an important conversation with a
client? Always document and send to the
client via email (where possible) - cc
relevant management as applicable. This
eliminates hearsay.
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23. Be personable every time. You’re not a
machine.
Ask them about something they recently
shared with you. Be approachable.
Do this in your covering letter in your EOM
reports.
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24. Go above and beyond.
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25. Be available, answer calls.
If you don’t answer your phone, guess
what you will always be the last to know.
Did you ever hear of anyone being
injured from taking an after hour call? No,
didn’t think so, in-fact the opposite
happens, their efforts pay off. Besides
they wouldn’t be calling you after hours if
it wasn’t important.Copyright Specix Pty Ltd 2017
26. Answer the phone, don't let it ring more
than 3 times. When taking a message
make sure you note down their;
Full name
Purpose of their call
Their contact number (area code incl.)
Their business name
Time & Date of call
and above all, check you’ve got the
correct spelling.
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27. When on the phone, smile - let them
hear it through your voice. Trust this,
you’ll feel better & happier.
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28. Your first means of communication
with your clients is to call them, emails
will never replace personal
interaction. Make them feel like VIP’s
Catch up with a client face-to-face
where possible.
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29. You’re a rep. Act like one.
Be knowledgeable. Know trends such as
top 10 projects.
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30. Be proactive - be 10 steps ahead.
Avoid any unwanted foreseeable
incidents.
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31. Make the other person smile. You
should always have a feel good
interaction.
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32. Face-to-face customer service. Be
hospitable. Offer tea/coffee. Chat with
the client whilst they wait. Just don’t talk
their ear off.
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33. Remember – the clients are the
people who pay your wages.
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