Process Builder and Flow: An Admin's Trigger by Rich Englhard
Customer Service Starts At The Front Desk: Admin's Best Practices
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Customer Service Starts at the Front Desk: Admin’s Best Practices
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Administrative professionals are at the front lines of customer service, interacting with customers through the phone, email, and in person every day. How can you ensure you are providing the best customer experience possible for your organization?
Transcript of Customer Service Starts At The Front Desk: Admin's Best Practices
Customer Service Starts at the Front Desk: Admin’s Best Practices
1. Greet visitors quickly
2. Offer a sincere welcome
3. Keep your conversations professional
4. Avoid over talking your visitors
5. Provide reading material
6. Offer refreshments
Smile as you speak Speak more slowly than
you would in person Use the caller’s name Give the caller your
name Don’t say anything you
wouldn’t say to your grandmother (seriously)
Thank your caller for calling
1. Turn your subject line into a sentence
2. Keep sentences short – no more than 15-20 words (plus, Don’t write War & Peace over email)
3. Don’t give bad news over email4. Be personable in your emails
If you’ve done what is right for the customer, you’ve done what is right for the company.
Customers are best heard through many ears
Use feedback proactively
Use customer suggestions to impress your boss
Identify and neutralize your hot buttons
Allow the customer to vent
Empathize Keep the focus on
the issue Uncover the issue Keep your voice low
Understand, then be
understood (Stephen Covey’s 5th Habit)
THE PROBLEM IS RARELY/THE PROBLEM IS RARELY/NEVER THE PROBLEM.NEVER THE PROBLEM.
THE RESPONSE TO THE RESPONSE TO THE PROBLEM THE PROBLEM
INVARIABLY ENDS INVARIABLY ENDS UP BEING THE REAL UP BEING THE REAL
PROBLEMPROBLEM.
Adopt the Man in Adopt the Man in the Desert the Desert PhilosophyPhilosophy
idea 15:Be Gumby!
Pay fantastic attention to detail
Provide “Concierge” Level Customer Service
Make customers feel smart/good even if they ask “silly” questions
Email me at [email protected] for:
Additional questions not answered today Blog:
www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden
Customer Service Techniques for Admins: Guarantee Satisfaction
Email me at [email protected] for:
Additional questions not answered today Blog:
www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden
