10 Rules You Must Follow

10 Rules You Must Follow

The Ten Golden Rules for Amazing Customer Service


Are you ready to make a massive change and do something amazing everyday? The thing is, you can change and it is so easy; you can decide, right now, only to do excellent work and make those changes in your life, your business and train your staff. It all starts with some simple rules.



1. SERVICE IS EVERYONE'S JOB

  • We are all in Service.
  • That's right, all of us.
  • All the time.
  • Be Proud Of What You Do
  • 'It's not my job' is not acceptable.
  • If you see a problem, take steps to correct or prevent it.

2. THE GOLDEN RULE OF SERVICE

  • Treat your customers the way you would want to be treated.
  • The customer is a person, not data.

3. EXCELLENCE, ALWAYS

  • Excellence, always.
  • No Excuses.
  • From this nano second onwards, only do excellent work.
  • Think continuous improvement.
  • Quality means exceeding expectations.
  • Everyday be a service champion.

4. DO IT NOW, PLEASE

  • Do it on time, or sooner.
  • Pick Up The Phone.
  • Answer your own phone in three rings and give your name.
  • Return messages within 12 hours.
  • Customer calls / requests are not an interruption.
  • Servicing the customer is the purpose of our work.

5. LISTEN LISTEN LISTEN

  • LISTEN to your customers' needs and requirements.
  • Look for opportunities to improve.
  • Be Amazing Every Day.
  • Measure customer satisfaction.
  • Improve your emotional signature.
  • Seek opportunities.
  • Design unique features into our products and services.
  • The inches you need are all around us.

6. BUILD A BUSINESS BASED ON TRUST

  • Build a relationship first.
  • Become a trusted advisor.
  • Look at things from the customer's point of view.
  • Go the extra mile (actually the extra10 miles)
  • Exceed expectations, always.
  • The customer is not an outsider.
  • They are part of our business.

7. ALWAYS KEEP YOUR PROMISES

  • Don't promise something you can't deliver.
  • Follow through on your commitments.
  • Go further.
  • Dream Big, Start Small.
  • Act Now.
  • Praise, Award and Reward.

8. BE AUTHENTIC

  • Don't be afraid to apologise.
  • We all make mistakes.
  • Own up to your shortcomings.
  • Never say the word NO.
  • How else can i help?
  • Suggest a mutually beneficial alternative.

9. REMAIN IN CONTROL

  • Don't let an upset customer upset you.
  • Imagine the customer is telling the truth (they don't have to be right).
  • Listen and empathise with your customer's problem.
  • The customer is not someone with whom to argue or match wits.

10. THE CUSTOMER IS OUR BOSS

  • Don't expect customers to change to accommodate your needs.
  • Take the initiative to help solve their problem and improve their business.
  • The customer is the most important person to our Company.
  • The customer is not dependent on us
  • We are dependent on them.
  • The customer pays our wages.
  • Thank them, every day.

Remember to be Amazing Every Day. Everyone who works with you is yourcustomer, both internal and external.