In Company Culture, Customer Service, Effective Communications, Eric Jacobson On Corporate Culture, Eric Jacobson On Leadership, General Leadership Skills, Leadership Books, Leadership Skills, Listening Skills, Management, Thanking Customers on November 18, 2012 at 10:22 am
As you gear up for the busy holiday shopping season, consider this advice from author Paul R. Timm. He recommends a different twist on asking your customers questions:
- stop asking your customers the “typical” questions and instead ask them open-ended questions.
Here’s specifically what Timm recommends:
- How was everything?
- Can I get you something else?
- Did you find everything you need?
- Will that be all?
- Was everything satisfactory?
- What else can I do for you?
- What else can I get for you?
- What else can I help you with?
- What else could we do to better serve you?
- How else can we be of help?
These open-ended questions will let your customers really express their ideas, opinions and needs. Timm is the author of, 50 Powerful Ideas You Can Use To Keep Your Customers.
In Customer Service, Effective Communications, General Leadership Skills, Leadership, Management, Thanking Customers on July 29, 2012 at 6:54 am
In your leadership role, it’s vital that your team members know how to deliver excellent customer service. “Knock Your Socks Off” type service as book editor Ann Thomas and Jill Applegate would say.
Part of delivering excellent customer service is saying “Thank You” to your customers and knowing when to say “Thank You”.
Thomas and Applegate recommend telling your customers “Thank You” during at least these nine situations:
- When they do business with you…every time.
- When they compliment you (or your company)
- When they offer you comments or suggestions
- When they try one of your new products or services
- When they recommend you to a friend
- When they are patient…and even when they are not so patient
- When they help you to serve them better
- When they complain to you
- When they make you smile
You and your team members can say “Thank You”:
- In writing (and don’t underestimate the power of personal notes via snail mail)
- With a small, tasteful, appropriate gift