Join Jeff Toister for an in-depth discussion in this video Practice while you shop: Exceeding expectations, part of Customer Service Foundations.
One fun aspect of customer service, is you can work on a lot of your skills while you are the customer. This video will show you ways you can practice your ability to exceed customer's expectations while someone is serving you. The first exercise helps you practice your ability to identify customer needs. Start by thinking of your best customers. What makes them easy to serve? Now, think about your toughest customers. What makes them difficult to serve? What's the difference between your best customers and your toughest ones? For many people, it comes down to a few things.
The best customers are pleasant and friendly. They know what they want. They have reasonable expectations. They are patient with minor problems. And they're prepared. The final step in the exercise is try to be someone else's best customer by doing all of those same things while you shop. This next exercise can help you practice your extra-mile skills. When you're shopping, try to be the customer who stands out and makes someone's day. Here are a few examples. When trying on clothes in a clothing store, put everything back on hangers and clean out your dressing room when you're done.
At a busy grocery store, help your cashier bag your groceries if a bagger isn't available. When you receive good service, compliment the employee who served you, and then tell their manager what a great job the employee did. Customer service is a two way street. Trying to be someone else's best customer can help you develop skills that allow you to consistently go the extra mile for the people you serve.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.