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15 Customer Service Tips for 2015

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15 Customer Service Tips for 2015 Shep Hyken, Customer Service Expert Always Be Amazing @Hyken Copyright © MMXV Shep Hyken, www.Hyken.com  


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1. Back to Basics Get back to the basics for customer service. Be polite. Say please and thank you.


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2. Build Rapport Use the customer’s name.


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3. Accountability Always do what you say you are going to do. If you say you will call back in five minutes, don’t make it ten.


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Everyone has customers. Sometimes they are external – customers who pay you money. Sometimes they are internal – colleagues you work with. Sometimes they are both. Either way, your job is to take care of the customer. 4. Take Care of the Customer


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Let your customers know your name and how to contact you so if they are inadvertently disconnected, have another question, or there is any other reason they might need a “friend” at the company, they can easily get back in touch with you. 5. Personalization


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6. Respond Quickly Return calls, emails, and any other types of requests in a timely manner.


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7. Punctuality Be punctual for meetings. It’s expected you will be on time. It’s a sign of disrespect if you aren’t.


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8. Monitor Social Channels Keep eyes on your social outlets for comments from customers, and once again, respond quickly.


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9. The Employee Golden Rule Treat employees the way you want your customers to be treated, if not even better. What’s happening inside an organization is felt on the outside.


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10. No-Transfer Resolution Some companies’ customer service people focus on a one-call resolution. Try a no-transfer resolution.


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11. Consistency Create a consistent experience. Everyone strives to do their best every day. Customers want and expect a consistent positive attitude from everyone they come into contact with.


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12. Empowerment Empower people to make great customer-focused decisions. This comes from hiring the right people and training them properly.


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13. Customer Service Training Constantly train for customer service. It needs to be ongoing. Training isn’t something you did. It’s something you do.


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14. Everyone Always Has Two Jobs: Do the job they were hired to do. Take care of the customer.


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15. Be a Customer Service Role Model Regardless of what you do for your company, be that person who everyone admires and wants to emulate.


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Use This List! Don’t just read it, use it. Choose from the tips that resonate with you. Focus on one at a time. Be sure to share this list with your colleagues, or maybe even your customers!


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Happy New Year! Here’s to this being your best customer service year ever! Shep Hyken www.Hyken.com @Hyken


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