Pendragon Straight Talk: Episode Seven

 
TRANSCRIPT:
 
JOHN GLOVER: Hello and welcome to another Pendragon Straight Talk. The question today is close to my heart, it is what are the elements of good customer service?
If you give good customer service, you do have a great company, so, I’m just going to list a few things here. I’m not going to try to go into too much detail, cause I could go on forever and that wouldn’t be fun for you.
 
So, be a good listener is one of the things, identify and anticipate the client or customers’ needs.
 
Body language, body language is a big one, and tone of voice, you’ve got to watch your tone of voice when you’re talking to people. Make customers feel important, understand what they want.
 
Know how to apologise, when you get something wrong, be able to apologise.
 
Appreciate the word yes. Yes, we can do that for you, yes.
 
Give more than expected, so, go above and beyond what they may expect from your service.
 
Get feedback, don’t be scared of it. Get feedback so you can know how to change and improve.
 
The other thing is too look internally, to treat your own employees well and allow them, and give them, the power to make decisions on your behalf, because they are your customer service.
 
Be accessible, whether it be by phone, skype, email, whatever that is, face to face, be accessible.
 
Give a quick response time, have a thick skin, don’t get too emotional. Have a thick skin, because people are people.
 
Trust, you must build trust with your customers. They must trust you and understand that you’re helping them and giving them the best.
 
Don’t shirk responsibility. If you do something wrong, or something happens, face up to it act on it and deliver it back.
 
Recognise them, make them feel appreciated, thank them for their business.
 
Be patient. Patience, it’s an interesting word.
 
It’s important to know when to say no, we can’t do that. We can’t always do everything for everyone, so it’s important to know when to say no.
 
Customer service is normally the smaller things, some of the smaller things, I’ve listed a few here, but just those smaller little touches.
 
So, in all, make your clients comfortable and happy, listen and give them what they ask for not, what you want to sell them.
 
Thanks for listening, I’ll talk to you next week.