Tip of the week

Published: Wednesday 28th January 2015

Learn new skills for delivering high-impact customer service at an upcoming Servicing and Engaging with Customers workshop on your campus in February.

Workshop topics will include getting to know your customer, providing customer service via phone and email and how to deal with difficult behaviour.  

To wow a customer, it helps to put yourself in their place and provide the customer service you would like to receive. Try the following quick tips to take your customer service to the next level.

10 tips for high-impact customer service

  1. Greet every customer with a smile and a cheerful disposition. Smiles are contagious, even when on the phone, customers can hear the smile in your voice.
  2. Use positive phrases. Use phrases like “I would love to”, “I would be glad to help you with that” or “certainly”. If you don’t know something, say “I am not clear on that but will check for you.” There is nothing wrong with getting back to someone, a customer would much rather be told the correct information. Remember to also say “thank you”. This may seem obvious, however it is easy to forget. Being genuine can go a long way towards creating good feelings in customers
  3. Under-promise and over-deliver. Fulfill your promises and manage expectations. If you say you are going to return a call, do it. Manage expectations by keeping customers in the loop e.g. if a book transfer from another campus has taken longer than anticipated, phone the customer and let them know an approximate time frame of when the book will be. Go that extra mile if possible!
  4. Leave your problems at home. On many occasions our problems can affect the way we deal with our customers. We may not provide the best service as we have other things on our minds. It is important to not let your problems affect the customer service relationship as customers are not responsible for your problems.
  5. Know your product or service. If customers feel that they don't have the knowledge they need, they look for someone else who does. Your expertise is part of the value you bring to customer interactions. If you are not up to scratch on your area, don’t be afraid to ask for training, it will give you the confidence in future interactions.
  6. Listen to your customers and repeat the customer’s request. This will ensure that you understand clearly what they need. If you did not hear the person or did not understand something, ask the customer to repeat it for you, rather than make assumptions.
  7. Use the customer’s name throughout the conversation. It shows personal interest in the customer rather than treating them like a number.
  8. Make things easy for your customers. Think about how you can make each encounter as efficient and effortless as possible.
  9. Be helpful and attentive. Make customers feel that your primary concern is to help them.
  10. Don’t judge, try to empower the customer. Don’t make your customers feel inadequate because they don’t know the answer to their question.

Register for a workshop:

Register for a workshop today to explore more detailed customer service strategies.

Workshops will be held:

  • Brisbane, 13 February
  • Ballarat, 18 February
  • Melbourne, 19 February

If you have any questions please contact Capabilities Development Facilitator, Clint Rahe at clinton.rahe@acu.edu.au or ext 2211.