I can’t tell you how many times I have experienced BAD Customer Service! I’m amazed at the type of people that are in customer service that just shouldn’t be! These people don’t even know how to smile ! From restaurant wait staff to the cell phone tech support, it seems that poor customer service has become the norm in every industry! Business owners and managers need to really take the time to find the right individuals for these positions. Once the right person is in place…there are just 5 little secrets to providing “TOP NOTCH” Customer Service!

1)  Shut-Up and Listen! If you don’t know how to stop talking and use your ears to listen – then stop reading this blog right now…you’re doomed! All customer service situations require superb listening skills! You have to “hear” and understand exactly what your customer needs”. Let them talk, while you listen…and then take the time paraphrase back to them. They will know you heard what they said and will appreciate you communicating everything back to them.

2) Show Empathy. Be equally as concerned as your customer is about the issue at hand. Agree that they have a reason to be upset, and apologize for the way things have gone, if needed. For ultimate communication speak at your customers pace. Mirror them! If they are fast paced – speed up your pace a bit, if they are slower paced -slow down some. Studies show that people prefer to communicate with others like them…so do your best to read your customer and present a similar style.

3) Be Professional. Don’t forget it’s nothing personal, you are representing your company. Treat your customer how you would want to be treated. Don’t accuse or blame your customer for any miscommunications, etc. Don’t dwell on problems. Just be forward thinking – always looking for a resolution.

4) Stay Positive! If you are a negative person…get out of customer service! You have to be a positive-type person to begin with. Smile when you speak…it helps convey a positive attitude over the phone and a smile really goes a long way in-person. Always remain calm, NEVER elevate your voice or show impatience. This will help establish faith that you understand the issue and are the right person to handle it.

5) Be Accountable! DO what you said you would! Follow through! You can’t miss this step! You don’t want to end-up in the “bad customer service category” that almost everyone else is in.

Now, the next time your phone rings or a customer appears in front of you… remember to SMILE!