Skill Level Intermediate
- Have you ever had bad service when eating in a restaurant? Or maybe you have encountered some rude behavior when you called the returns department of your favorite online retailer. Hopefully you've also had experiences where you were treated very well by the staff of some similar place. These experiences will look and feel totally different to you. The differentiator will be the level of customer service you were provided and how the person delivering the service was able to make you feel.
Delivering exceptional customer service is a skill that all administrative support professionals need to possess. We deal with an extensive range of people on a daily basis. Every interaction can either make or break a customer's relationship with the company and potentially impact its overall public reputation. Here are some ways you can deliver exceptional customer service on a regular basis. Have a friendly disposition, lots of energy, and smile.
This applies even when you are providing service over the phone. When a person is smiling or in a friendly mood, you can feel their excitement to assist you. Put in the extra effort and time to help your customer when the situation warrants it. I do this frequently with callers who end up transferred to my office because they don't know who else to turn to. In those instances, I take the extra few minutes to find the right person for them, ensure the person is at their desk before I transfer the call, and also give the caller the direct number in case the line gets disconnected.
That may seem like standard protocol for you, but it is not for everyone. When you take the extra time to ensure the customer gets exactly what they need, you are providing exceptional customer service. Ensure you are meeting your commitments in a timely manner. If there is a chance that you may miss an important deadline for whatever reason, notify the person involved as soon as possible. Providing timely updates is appreciated and the right thing to do.
You will be seen as trustworthy, professional, and organized when you make timeliness a priority. Avoid arguments with customers, coworkers, subordinates, and those you support. If you are dealing with a stressful situation or conversation where you feel close to becoming argumentative, it may be best to ask to table the discussion. Ask for a quick break so that you can calm yourself down. You will rarely win when you find yourself in an argument at work.
It's best to keep your composure and come back to the matter after some time has passed. Providing exceptional customer service can distinguish you as someone who is ready for greater levels of leadership, as an exemplary employee, and as a model for others in your office. Apply these tips to help strengthen your personal brand and help your organization shine as well.