I have stolen an idea i saw on here a few months ago and as an ice-breaker for a customer service course i am asking the delegates to compile an a-z of good/ bad customer service. But i am struggling to fill all the letters myself. Any suggestions welcome.
thanks
viv
Vivienne Robinson
thanks
viv
Vivienne Robinson
One Response
Here’s my suggestion
Off the top of my head, how about:
A = attitude
B = benefits (WIIFM to improve customer service)
C = consistent
D = Deal with it yourself
E = Expectations (ie customer expectations)
F = Friendly
G = Go the extra mile
H = Helpful
I = Interested (in the customer)
J = Job (customers are our jobs, not an interruption)
K = Keen to help
L = Learn from mistakes and from our customers
M = Mean what you say
N = Negative language (avoid at all costs)
O = Opportunity
P = Polite
Q = Quick …
R = … Response times
S = Suggestions (ask the customer what they want to Solve the problem)
T = Training
U = Unique (every customer is)
V = Value
W = Wants vs Needs
X = Excellence
Y = You (what do YOU want as a customer)
Z = Zealous
Most are self explanatory, but do email me if I can help any further. I had a thought that for Z you could suggest “Zabaglione – a difficult to make Italian desert – nothing to do with customer service, but I love it” or something just to make people laugh.
Good luck and hope this helps.
Jenny James