--- Ways to Improve Your Customer Service ---

1) If the customer has more than one request, handle them one at a time, and let the customer know you are handling them one at a time.

2) If you are on the phone with your customer, remember that he can't see what you are doing. To provide exceptional service, don't leave him in the dark; let him know what's happening and at the end of the process, lethim know what you've done. Clearly explain if he needs to do anything, and tell him what he can expect to happen next.

3) Explain policies thoroughly, even if you think your explanation mayupset your customer. Your customer has the right to a full understanding.

4) When responding to a customer's request, speak loudly enough to be heard, but not so loudly that you appear aggressive. If the customer iscooperative and pleasant, match the customer's pace. If the customer is in a hurry, increase your pace slightly to show urgency. If you are giving complex information, reduce your pace and insert pauses so the customer candigest what you've said.

5) When you first greet your customer, show your attentiveness andsincerity by making eye contact. Then, while conversing, be sure to maintain eye contact (without staring) to show that you are paying attention and that you have confidence as well.

6) Resolve your customers' complaints quickly and successfully. Answer all e-mail and phone calls within an hour. If possible, you the owner of the business, personally take care of the problem. This will show yourcustomers you really care about them.

7) Make it easy for your customers to contact you. Offer as many contact methods as possible. Allow customers to contact you by e-mail. Hyperlink your e-mail address so customers won't have to type it. Offer toll free numbers for phone and fax contacts.

8) Always be polite to your customers. Use the words your welcome, please, and thank you. Be polite to your customers even if they are being irate with you. Always apologize to your customers should you make a mistake. Admit your mistakes quickly and make it up to them in a big way.