Ten Commandments Of Great Customer Service

[FirefightnRick]

The Ten Commandments of Customer Service

Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays your salary and makes your job possible.

1. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? The fact that your reading this means your on your way to learning what your customer wants.

2. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

3. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. When in the presence of your customers be sure that your body language conveys sincerity. Your words and actions should be congruent.

4. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

5. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

6. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

7. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that is totally unexpected?

8. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

9. Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions.

10. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Rick

Edited January 23, 2008 by FirefightnRick

[SAGreenFan]

The Ten Commandments of Customer Service

Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays your salary and makes your job possible.

1. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? The fact that your reading this means your on your way to learning what your customer wants.

2. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

3. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. When in the presence of your customers be sure that your body language conveys sincerity. Your words and actions should be congruent.

4. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

5. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

6. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

7. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that is totally unexpected?

8. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

9. Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions.

10. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Rick

Well.... crap. This doesn't bode well.

[GreenAlums]

Outstanding post Rick, great information. I truly believe all this. Why here? What's the hidden message?? Gotta hit me with a brick someitmes!!

[UNT_playmaker]

Great Stuff

Someone should forward this to the people at the UNT Ticket Office....

[SilverEagle]

Great Stuff

Someone should forward this to the people at the UNT Ticket Office....

......and other staff.

[adman]

The Ten Commandments of Customer Service

Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays your salary and makes your job possible.

1. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? The fact that your reading this means your on your way to learning what your customer wants.

2. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

3. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. When in the presence of your customers be sure that your body language conveys sincerity. Your words and actions should be congruent.

4. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

5. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

6. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

7. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that is totally unexpected?

8. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

9. Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions.

10. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Rick

This thread needs to be moved.

[NT80]

This thread needs to be moved.

Why? I think it is VERY relative to Mean Green sports recently.

Edited January 23, 2008 by NT80

[SUMG]

The Ten Commandments of Customer Service

Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays your salary and makes your job possible.

1. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? The fact that your reading this means your on your way to learning what your customer wants.

2. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

3. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. When in the presence of your customers be sure that your body language conveys sincerity. Your words and actions should be congruent.

4. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

5. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

6. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

7. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that is totally unexpected?

8. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

9. Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions.

10. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Rick

Great post, Rick.

[GreenBat]

Great post Rick. This needs to be Tattooed on a certain pizza man's forehead.

[Green92]

So can anyone share who this post is aimed at?

[Dodge2007]

So can anyone share who this post is aimed at?

EXACTLY.

Besides this being learned in high school business classes, what is the intention of this post?

If it has no football purpose, then the powers at be should move this post. (and yell like the dude does on Home Improvement - "move that freakin bus.")

Edited January 23, 2008 by Dodge2007

[GoMeanGreen1999]

Besides this being learned in high school business classes, what is the intention of this post?

Yet so many, never learned it.

[adman]

Why? I think it is VERY relative to Mean Green sports recently.

So move it to the Sports Board. Putting a bunch in a post doesn't make it have anything to do with NT football. The irony is Rick was screaming a couple of weeks ago about non-NT football threads being on the football board and then posts something like this.

[Dodge2007]

So move it to the Sports Board. Putting a bunch in a post doesn't make it have anything to do with NT football. The irony is Rick was screaming a couple of weeks ago about non-NT football threads being on the football board and then posts something like this.

Why you ask???

Rick is god on this board, well maybe the second coming. Move this Bus, I mean post.

Edited January 23, 2008 by Dodge2007

[bigrobdsp]

The Ten Commandments of Customer Service

Know who is boss. - I assume that you are a fireman. so you are paid by mine and everyone else on this boards tax dollars. I am your boss

1. Be a good listener. You should Listen when we ask you what the hell you are getting at with a post

2. Identify and anticipate needs You could hav probably anticipated that no one would know what the hell you were getting at

3. Make customers feel important and appreciated. I feel unappreciated that you will not answer the question "what the hell are you getting at?"

4. Help customers understand your systems. I dont understand

5. Appreciate the power of "Yes". Appreciate the power of my lack of understanding.

6. Know how to apologize. Tell me you are sorry about confusing me

7. Give more than expected. I expect an explination, but you may also send me a cupcake

8. Get regular feedback. You are confusing. You may consider this feedback

9. Listen carefully to what they say. They say that you dont make any sense

10. Treat employees well. I am unaware of your rank in the firehouse, but I am sure that you are above the spotted dog. Make sure you feed him and pet him

[medpilot21]

Why you ask???

Rick is god on this board, well maybe the second coming. Move this Bus, I mean post.

Easy guys...this is the right place for this post. Rick is probably talking about the service from ticket office and some shortcomings in the Ath. Dept. I hope some of them read that list. I have had mostly good experiences with the Athletic Dept. (Gabe in the ticket office is great, Mary at Coach Dodge's office very helpful, and Brian Bethea is fantastic in the AD), but there are some others over there who need to read this post. I believe Rick put it here for them. I know of an alum who has had to go around the horn to get any season ticket information for next season because no one from the ticket office would call him back? He has never had a season ticket and he graduated in the early 90's? This is a new fan and returning alum. I know they are busy over there, but every seat sold helps? I suggested he call Gabe direct, or let me call for him to see if I could get some info. The point is simple... Customer service is important to all of us when dealing with the NT Athletic dept. If NT ever gets to the point of an A&M or UT, where there is a waiting list for tickets, then dont return phone calls.. but we are not there yet?

Good post Rick... most of us got it.

GMG!!!

[ADLER]

Great Stuff

Someone should forward this to the people at the UNT Ticket Office....

Actually I think we have a damn good ticket manager. Let Gabe know if you've had an issue with the ticket office, please don't just throw out an abstract statement like that from an anonymous poster on the message boards. It's impossible for him to correct anything if he doesn't know who is raising the concern or the nature of the complaint.

I'm in no way discounting the legitimacy of your concern; if it affects you then it may be affecting hundreds of ticket customers. Please contact Gabe directly. If you don't get a satisfactory response then certainly take the issue to Hank or Rick.

[Bryan316]

At the same time, don't be a dick to employees. Your case of the Mondays probably has nothing to do with the employee, so treating them with some misplaced haughty air of superiority reflects poorly on you. Yes, you help pay their salary, but you are also trying to get them to do something for you.

[UNTflyer]

Gabe is a great guy. Remember that the ticket office is staffed mostly by college kids who don't care.

[SCREAMING EAGLE-66]

Summary: Do unto employees, bosses, and customers, as you would have them do unto you.....

... since we are getting Bibical here.

Amen..

Edited January 23, 2008 by SCREAMING EAGLE-66

[emmitt01]

(and yell like the dude does on Home Improvement - "move that freakin bus.")

It's not Home Improvement, it's Extreme Makeover Home Edition. (Lest anyone pull my man card I know this because Lera watches it...no, really)

You were wrong. It's ok, happens to all of us. Some of far more often than others...but who's keeping score? Ok, maybe me.