One Response

1. 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