The last week of August is Be Kind to Humankind Week. As the week comes to a close and we head into a holiday weekend, I thought this list couldn't be more appropriate!
- Answer the phone
- Be polite
- Listen
- Be helpful
- Ask how you can help
- Resolve the issue
- Keep your promises
- Say "Yes"
- Personalize the experience
- Be human (seriously!)
- Smile (even over the phone)
- Go the extra mile
- Throw in something extra
- Make customers feel important (and appreciated)
- Apologize
- Empathize
- Follow up
- Value people's time (People hate being put on hold)
- Get feedback—and take action
- Consider your internal customers (your employees!)
- Measure quality
- Train your staff
- Be clear about your expectations (for employees)
- Reward employees for good service behavior
- Communicate examples of excellent service (internal & external stories)
- Make sure policies are customer friendly (none of this "That's our policy" that Kathryn mentioned in her post a few weeks ago)
- Hire passionate service reps
How are you consistently being kind to humankind (or even more relevant, customers)? My list doesn't just apply to this week, of course, but all year round! What's missing? What should be added?
