Improve your Customer Service

With these words of wisdom:

Customer Killer Phrases

This tip will kick off a series on the phrases that customers
hate to hear most. So, let's start with the ever popular…

"It is not my department."

Customers HATE that one. True, it may not be your department,
but it is important for you to still take care of the customer.
This doesn't mean you may actually come up with the answer or
resolve a problem for the customer, but it does mean you will
help them get what they want.

In a sense you are transferring the customer to someone else, but
the way you are doing it makes you seem like a hero, not a jerk.
It shows you care about the customer. Go back to the lesson on
accountability a few weeks ago. You may not be responsible for
the problem or its outcome, but you are accountable because the
customer came to you first.

Find out what the customer's problem is. Then offer to get back
to them with an answer. Perhaps you hand off the problem to
someone else, but you stay with the customer every step of the
way until you are sure that they are taken care of.

Copyright © – Shep Hyken, Shepard Presentations

Shep Hyken, CSP is a professional speaker and author who works
with organizations who want to build loyal relationships with
their customers and employees. For more information on Shep's
speaking programs, books and tapes contact (314)692-2200 or
Shep@hyken.com. (www.hyken.com)

Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141

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