Customer Service GURU

As an author, speaker and expert trainer on customer service I often get the following question asked in my classes or presentations:

How can I influence a customer other than low price?

Answers are:

Realize that people like to buy but don’t want to be sold

Make their lives easier by going the extra mile

Over compensate for your mistakes

Practice your values and principles even when no one is looking

Do not take advantage of their vulnerabilities

Earn trust and loyalty through rapport, tact and empathy

Embrace problem solving as an opportunity to look good

Have the intelligence (EI) to manage positive and negative emotions

Understand that listening is more important than talking

Observe and react to their body language

 

Add it up: Your Customer + Superior Service = Continued Paycheck

 

Joe Egan – Customer Service Presenter