Customer Care On The Internet

Here's a little self evaluation for you.

Instructions:Think about how you are with your customers. Choose a number from 1-5, write it next to the sentence. Try to NOT always answer number three. Try stretching yourself and really take a hard look at where you are.

5-ALWAYS 4-USUALLY 3-SOMETIMES 2-SELDOM 1-NEVER

1. _______ I allow my customer to complete his/her thoughts and sentences.

[When you allow your customer to complete their thoughts and sentences, you are then able to get a complete picture of yur customers problem or issue. Otherwise you may find yourself cutting them off before you've gotten to the real issue. Not to mention it is rude.]

2. _______ I make sure I completely understand my customer's point of view before I answer.

When you are sure you understand your customer's point of view first, you are putting yourself in your customer's shoes. This allows you to see the interacton from a whole other perspective. Which in turn will allow you to approach a solution with the customer in mind. When your customer wins, you do too]

3. ______ I listen primarily for facts and feelings.

[When you listen for facts, you begin to understand the problem. When you listen for feelings, you begin to understand your customer. When you put the two together, the solution then becomes easy]

4. ______ I appear to be calm, relaxed, composed and receptive.

[When you appear a certain way, you begin to take on those caracteristics. When you deal with your customers with calm assurance, they will pick up on that and begin to model you.]

5. ______ I listen even if the customer or subject is uninteresting.

[Remember, what may not seem interesting to you, can be the most important thing to your customer. *Quick tip in a tip* I reccomend taking a few notes when talking to your customer. when you are able to repeat back in conversation, things your customer has said. They know you have been listening. Remember last newsletter, when I said It's not what you have done for your customer. It's how you have made them feel]

6. ______ I don't interrupt even if I hear a statement that I feel is wrong.

[When you don't interrupt even when you hear something you think is wrong, you have then empowered your customer. There are some that believe a customer is never wrong. I don't suscribe to that philosophy. However, the important take away is that the customer is ALWAYS the customer and the reason you are in business. So if you disagree or think your customer is wrong, throw in a little good will, just because you can. Your customer will remember you for it.]

7. ______ I selectively listen, filtering out those messages that are not important to me or the situation.

[When you do this is allows you to focus in on what is important. Which in turn will allow you to get to a solution that is good for both your customer and yourself quicker]

8. ______ I listen to what my customer is saying, rather than letting my thoughts drift to what I will say next.

[This is VERY important- When you allow your thougts to drift and think you know what your customer will say next, you are missing what they are saying NOW. It could be your customer is telling you how you can satisfy them but because you have let your thoughts stray, you have completely missed it. Then you have to have your customer repeat what they've said and you undo everything you just did.]

9 _______ I send verbal cues to indicate that I am paying attention. Thisngs such as "yes" and "I understand"

[When you give verbal cues, it actually shows your customer that you are still there and that yu are listening. "You are aren't you?"]

10. _____ I don't get upset by emotional words used by my customer.

[When you don't get upset by emotional words, it allows the customer a chance to get through the emotional part of their brain, to the calm rational part of their brain. This is the place where they can hear what you are saying. When they can hear you, they then understand that you are working toward a solution that will benefit yu both.]

Okay, now go back at see how you did. On these questions your goal should be 4 or 5 if at all possible in ALL interactions with your customer.

How did you do? Leave me a note in my guest book and let me know. I'd love to know