10 Rules for Exceeding Customer Expectation
By Jeff Curtis, Director Orange Downtown Alliance | Posted: Tuesday, January 12, 2010
#1 Attend to the Customer
The customer makes your job possible. The Customer is first, always. If you're busy, politely acknowledge their presence anyway. Eliminate side conversations and give them your attention.
This means get off the phone and pay attention.
#2 Everything Communicates
You communicate with your customer whether you're talking or not. Your appearance, friendliness and body language speaks loudly. It's a fact that 90% of communication is non-verbal.
This means smile, all over.
#3 Create a Positive Environment
Negativity, criticisms, attitudes and gossip do not mix with customer service. Practice at staying positive. Remember what mom said, "If you can't say anything nice, don't say anything at all".
This means if you can't say anything nice don't say anything at all.
#4 Listen to the Customer
Customers are not interruptions to your work - they are your work. Ask questions and listen to their response. Clarify their needs and wants. Listen for what is important to the customer, not necessarily you.
This means that when your customer is speaking, you should be forming a mental image of what they're communicating.
#5 Know Your Job
The more you know about your job and business the more you will enjoy it. Ask associates, your boss, co-workers, for feedback. Stay current on market issues. Accept constructive criticisms and suggestions.
This means being dynamic, changing with joy, improving, being better than yesterday.
#6 View Complaints as Opportunities
Every complaint is an opportunity to exceed customer expectations. Take responsibility. Find resolution. Don't take it personally. Learn from the compliant.
This means that when someone has expressed something wrong, or at least not right, regardless of the way the message was delivered, it's a chance to step up and be a better representative.
#7 Go the Extra Mile
Every customer appreciates something extra. Go a little bit beyond what is typical. Work with co-workers to create unique visitor experiences. Be enthusiastic about the business, their purchase, the community.
This means allowing your customer to leave with more goodness than when they entered. Sometimes it may be as easy as offering a genuine smile and an understanding ear.
#8 Improve Your Customer Service Skills
Everybody can. Be aware of how you interact with your customers. Lead by example.
This means taking to heart everything that you've been reading in this list.
#9 Take Pride in Your Work
The surest way to not deliver customer service is by choosing not to. Never stop learning, improving, growing. Take pride in yourself and what you do. Realize that you are important to your customer, your town, your employer.
This means being conscious that what you do matter because what you do matters.
#10 Leave a Positive, Lasting Impression
Customers will remember the experience and you if you exceed their expectations. Thank them. Encourage them to allow you to serve them again.
This means re-reading #'s 1 - 9 above.
Adapted from the Journey Through Hallowed Ground Tourism Ambassador Program
