Module Three establish your attitude. Customer Service means different things to different people to summit means going beyond what's expected of you. To others it means adding value and integrity to every interaction. to others. It means taking care of customers the way you would take care of your grandmother. We might all define customer service a little differently, but we can all agree on one thing.
To provide great customer service you need to put energy and enthusiasm into your interactions with customers. great customer service begins with a great attitude, appearance counts. As a society, we are all aware that a lot of emphasis is put on individual appearance. To some extent, this is actually something regrettable, as it means that people are prepared to judge a book by its cover. inversely, however, a company should be aware that the opinions of its customers matter. Those opinions may not be the same as the people working within the company.
But when it comes to ensuring the success of a business, they still matter. In fact, the thing the customer is always right could be considered to apply here. Most customers wish to be treated with courtesy into Deal with individuals who look like they have made an effort with their appearance. Therefore, it is beneficial to ensure all staff takes you to this fact. This does not mean that in every business it is important for customer facing staff to be Stepford style automatons who look act and behave as though they had been prepared for their role to ensure that every business operation is the same as the last a certain amount of character which includes a modicum of individuality is desirable in a customer services situation. It is important to maintain standards but also to give the appearance that each transaction is different from the last.
Even if the transaction or the inquiry is not carried out in person, it is still important to consider the matter of appearance. Appearance after all, is not just a term which applies to physical appearance. It also refers to how things seem if a customer is dealing with staff on the phone or via email, they will be well advised to ensure that their professionalism does not slip here. Often in businesses which do not directly face to customers such as call centers. The dress code is relaxed. You can wear jeans and a T shirt or whatever never feels comfortable, as long as your performance is polished and professional.
Some businesses prefer to have a strict dress code even in the circumstances, feeling that dressing smartly equates directly to a smart performance. The power of a smile. Often opinions differ on what constitutes a strong approach to customer service. There are some who would argue that efficiency is everything, providing the customer with what they require when they require it without them needing to ask for it. The overall impression that this method aims for is that things happen without anyone needing to try as if by magic. This means that courtesy counts for an increasing amount in customer transactions.
Being positive and friendly and customer interactions plays a major part in ensuring that a customer walks away from the experience having felt that everything was done in a way that suggested the customer is valued. This may impact on how much they spend in a single transaction and just as important whether they returned to the business with more customers because of their positive experience. In this respect, a smile can make a world of difference to how the customer feels about their treatment and about the business in general. Having a smile on your face makes you look more welcoming. It is something that cannot be overestimated as a customer service and retention tool. If you were to walk into a store and see two sales assistants, one who looked cheerful and open and one who looked like they had just opened an overdue credit card bill, instinct will dictate that you approach the cheerful one should you have an inquiry about the item you wanted to buy.
Therefore, it is advised that in dealing with customers you are always alert, friendly and personable. Even if you are not particularly feeling that way. It has been argued by body language experts that the act of smiling releases endorphins which makes you feel happier. So it is worth making the effort to put a smile on your face however you are feeling staying energized. We all experience low points during the course of the day, but there are ways to boost your energy when it is lacking. Take a walk even if it's just to the restroom.
Drink a glass of cold water. Be sure to eat a good breakfast and lunch. plug into others being with energized people keeps you energized Listen to upbeat music, try to stay humorous. a working day usually stretches from around eight to 9am and goes on until approximately 5pm. Though there is some movement in these times the typical structure of a staff timetable is that a working day will extend to around eight hours and will involve some short breaks in between times. The importance of this information is that it can be difficult to maintain a positive demeanor for eight hours straight, especially if you are thinking about matters beyond the workplace.
Eight hours of appearing positive and upbeat can be the hardest part of a job without even considering the brass tacks of the job ensuring that the customers are seeing to it is essential in this respect that anyone in a customer facing job approaches their day in a sensible structured fashion, which allows them to get the most out of themselves. Staying energized is often difficult, but as long as you develop a routine for dealing with the difficult events, then you can find a way to deal with even the dreary day. There will be times during a working day when you would like nothing more than to go and get your jacket and walk out the door. However, if we are Did that whenever we felt like it, the chances are that we would most likely be out of a job. It is essential to find something that allows you to break out of the lows that anyone will experience during a working day.
These lows are common to all of us and we all have different ways of dealing with them. One of the most commonly used methods of shaking out of this kind of torpor is a change of scenery. If you have a moment and can leave the shop floor, it is beneficial to get up and go somewhere else for a moment. Maybe it will be something as simple as going to get a drink or to get some fresh air. Whatever you do, it should be vastly preferable to scheduling every customer who simply asks you the price of a certain item. It should also be noticed that making the effort to have breakfast in the morning.
Even if you feel as though eating is the last thing you want to do can be a huge benefit. It allows you to maintain energy through the morning, which for many people is the hardest time of day to stay positive. It may be a cliche, but making sure that you don't skip breakfast can go a very long way to keeping you energized throughout the day. staying positive. We can control all the problems and irritations that come up during the day. We can control our attitude and how we react to the situation.
Remember, you need to be happy with a reflection in the mirror. Tips on staying positive rearranger redecorate your workspace. You negative situations is a training session for your future. Use them to your benefit, they may help you later in life. Find ways to spend more time on tasks you enjoy. look for opportunities to learn new things.
Realize that you can find positives in any negative situation. Albert Einstein said in the middle of every difficulty lies opportunity. At the beginning of the day, think about one important thing that you want to accomplish that day. Think about why it is important. tell yourself that you have the ability to accomplish it successfully. congratulate yourself when you have accomplished what you set out to do.
Positivity is something that is very hard to create out of nothing. It occurs naturally in some people and others are deficient in. Positivity can result from good things happening at the right time, or for that matter at any time. It can act as an energy source on which A person can access to bring the best results time and again, whether you're a boss looking for good results from a sales team, or a salesperson looking for your own positive results, it is essential to bear in mind that the best results come from situations where the individual and those with whom they work. Feel that positive energy that feeds into a good performance. Most of us have spent time with positive and negative people.
Although those who are negative maybe so for perfectly good reasons. past experience may have seen them consistently fail to get what they want. They can be difficult to deal with, even to the point where they seem to SAP the positivity from those who have it in supply. This is something that you will tolerate from a friend but in a workforce it is essential to stop this kind of negativity by whatever means necessary. Having a bright outlook can be difficult, especially when luck seems to be in short supply. But this is what separates good bosses and workers from bad ones.
Outlook and attitude are essential in any job but particularly in one where you will be dealing with the public. It may seem that the day is not going your way and that you are permanently going to be free. straight. But the essential thing to remember is that if you project this mood on to the customers, you will certainly have a bad time sales wise. Positivity is hard to manufacture out of nothing. So sometimes you have to project it when you are not necessarily feeling it.
Eventually if you keep this foe positivity running for long enough, it will create the conditions for real positivity to take hold and thrive. Of course, if you already feel it so much the better as far as possible, you should share it and allow it to become a prevailing condition. Case Study. Karen was new to customer service and needed some tips on how to best do her job. She asked a colleague Terry for some pointers, Terry first noticed that Karen was dressed more casually. She told her that wearing professional looking clothes are an important part of customer service.
Secondly, Terry noticed that Karen was not smiling enough. A smile shows that you're excited and motivated to deliver the best quality customer service possible and makes the customer feel more relaxed. So she advised Karen to smile as often as possible when appropriate. Finally, Terry gave Karen's Tips for staying energized such as going for short walks or drinking a cold glass of water. Even listening to upbeat music and keeping positive thoughts, Karen really did benefit from all those helpful tips.