If you train employees to routinely do things without understanding the subtleties and context of their actions, you run the risk that they’ll do the right things, but in the wrong way. Here are some of the most common customer service rules, when to break them and alternative best practices to apply instead.
Rule One: Always Use the Customer’s name.
Dale Carnegie said “The sweetest sound in any language is the sound of one’s own name.” Though it may be true that using a customer’s name can create a sense of intimacy, it can also have the opposite effect. Overusing customers’ names may make them uncomfortable, seeming like an insincere gimmick rather than a true connection. Some people have names that are hard to pronounce or have an unusual pronunciation, and it is always good to ask the proper way to pronounce their names. Once you’ve heard the proper pronunciation, it’s essential that you pronounce it correctly. Customer’s may forgive you for not saying it right, but it will still grate on their nerves to hear it said wrong repeatedly. Some people prefer to use their first name, while others prefer an honorific, such as Mr., Miss, Ms, Mrs., Ma’am and Sir. It is far more respectful to start off by being formal, and let the customers tell you their preferences.
Best Practice: Use customers’ name in a way that shows respect and begins to build rapport.
Rule Two: Always Shake Your Customers Hand.
For decades, salespeople have been taught to shake hands in order to connect and build trust and rapport with their customers. However, there are a number of situations where offering a handshake can create more tension than trust. There are cultures and religions in which handshaking is either forbidden or considered rude. If you are dealing with a multi-cultural customer base, learn all you can about the appropriate ways to greet and welcome them. For some people, the mere thought of having to shake hands creates a level of tension that can ruin the entire interaction. There are also individuals who avoid handshaking to protect their fragile immune systems, as well as healthy people who are afraid of germs that can be transmitted by a handshake.
Best Practice: Instead of initiating the handshake. it is better to wait until your customers make the first move. Keep your arms relaxed but ready to respond. If they start to shake your hand, you can easily reach out and grasp their hand in return.
Rule Three: Always Send a Handwritten Thank You Note.
In this impersonal business world, a handwritten note helps you stand out and make a great impression, but sometimes a note can have the opposite effect. Don’t send a thank you note if your customer has an unresolved problem. Also, a perfunctory “thank you for doing business with us” can fall flat like a form letter, ruining whatever connection you may have with your customer.
Best Practice: Although a handwritten note is still somewhat personal in its nature, you need to take it a step further by writing something unique that relates to each customer. Your note should include references to what you have spoken about with the customer.
Rule Four: Follow the Golden Rule.
Doing unto others as we would have them do unto us can create a number of problems. It is somewhat egocentric to assume that your customer has the same wants and desires that you do. For example, if you are a gregarious person who likes lots of conversation and connection, you risk pushing your customer away if that kind of treatment makes them uneasy. When you only use yourself as a reference for what would impress your customer, you lose the ability to be nimble and creative. When you listen carefully to your customer, he or she will give you clues about what you can do to go the extra mile.
Best Practice: Use the Platinum Rule—treat others the way they want to be treated.
The bottom line to all these rule breakers and best practices is to keep your customer service personal. Don’t just follow the rules, choose the best way to apply them to meet and exceed your customer’s needs.
About the Author:
Laurie Brown is an international trainer and consultant who works to help people improve their sales, service and presentation skills. She is the author of The Teleprompter Manual, for Executives, Politicians, Broadcasters and Speakers. Laurie can be contacted through www.thedifference.net, (877) 999-3433, and at lauriebrown@thedifference.net.
- People:
- Dale Carnegie