Gift Basket Business Blog

Good Service Can Be “Heard”

June 30th, 2009 at 06:29pm Lorie Obernauer

Author Ari Weinzweig offers low cost tips for giving great customer service in the June issue of Specialty Food Magazine. As Mr. Weinzweig points out, “great service is about getting the big and small things right—and in this economy, keeping customers happy has even greater significance”.

Read the full article to learn how you can help your staff give your customers the service they want and deserve. One of my favorite tips that he offers is to “be welcoming on the phone”. Too often, we answer the phone while we’re working on other projects. Possibly, we’re working on something that has been frustrating. Or maybe, we just finished dealing with a difficult situation. What we might not realize is that the caller can “hear” our distraction and moods.

Weinzweig suggests that we answer the phone as we would open the door to welcome a customer. “No one would say to a customer walking in the front door: Hurry up and get in here!” Nor should we answer the phone with that tone, but rather should welcome the caller into our business. Instead of just declaring our business name when answering the phone, we can say our name, and ask how we can of service. Instead of just transfering callers to someone they’ve asked to speak with, we can assure them that we’ll check back to make sure they’re not hanging “on hold”.

Sometimes, it’s the little things that leave the best impression on our customers. What other phone techniques have you tried to welcome your customers to your business?

Entry Filed under: Business Tips, Customer Service, Employee Training, Uncategorized