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Requests - Are your Customers Really Happy ?

As your business starts to accelerate, maybe it’s time for you to pause and slow down for a minute. Ask yourself one question – Are my customers happy? Do we have the best front line we can have?

Offering Legendary customer service calls for an open mind – and often, a lot of patience. Delivering legendary customer service means that every one of your customers, and their requests, must be treated with respect. Customers who feel that they have been treated with respect and had their requests met, will absolutely turn into raving fans!

How to get your customers to become your cheerleaders? Here are some easy points to remember.

Smile 

Smile – it could make someone’s day.
Smile – because it is contagious.
Smile – lets the customer know that you are here to work, you are happy to assist, and you genuinely care about them.
Smile – it will put you in a better mood, more approachable.

Talk to your customers

Teach and practice the 10/5 rule. If a customer comes within 10 feet of you make eye contact and smile. If they come within 5 feet, smile, make eye contact, and say something (before they do).
Anything at all will work:
“Good Morning” - “Beautiful weather today” - “Can I help you find anything?” - “What a beautiful sweater”

You are still on work time even when you venture out from your post, your desk, your office. When you are walking back from a break, you are still working. When you are in street clothes in the parking lot, still working. When you are having a drink in a neighboring restaurant, you guessed it; still working. Remember to always behave as such.

Listen

Take the time and listen to what the customer is saying and respond appropriately. Wait until they are done speaking – don’t rush them, interrupt them or assume you know the answer. WAIT, and make sure you understand the question before responding.


Be attentive

Listen to feedback and take notes to make sure you understand what your customer wants. Write down the request, and ask any pertinent questions. Effective communication skills are rarely found in businesses yet communication is the most important factor in providing excellent service. It prevents misunderstandings and miscommunications, which are the most common problems in many customer service settings.


For example; a client visits a hairstylist and tells her that she wants her hair styled with soft loose beachy curls. When the hairstylist is finished doing her hair, the customer had a tight wild perm. The hairstylist did not pay attention to the customer’s needs, choosing a style she thought was best for the client. There is almost no chance the client will return to this stylist; both parties lose.

Take Responsibility


A successful team member ensures that every job is done the right way. Customers are tired of businesses that always make excuses. What are some of the most common excuses customers
get from companies when calling in or asking for support?
“That’s not my department… My computer is down/we are experiencing technical difficulties… I just started here…” and so on. These excuses are likely to make your customers upset, even downright cranky. It’s your responsibility, as the employer, to hire, train and equip your employees with all the tools necessary to assist your customers.

Pay attention to the details


To keep customers happy, you need to be consistent in providing quality legendary services. Let your customers know that their satisfaction is your main goal. Improve the channels of communication with your employees by asking for feedback. Listen to your team members for ways to improve service – after all, they are your front line, no?

Follow up

Always ensure that the request was taken care of to the best of your team’s ability. This is a task that takes seconds, but can save you numerous hours of work trying to placate an angry customer.
Learning how to make – and keep – customers happy is critical to ensuring the success of your business.

Be Kind


Lastly, but perhaps most important is: being kind! Being kind to your customers has lasting effects. Kind employees satisfy your customers’ needs and create the foundation for loyal consumer relationships. How do you ‘Be Kind’?
Listen and be empathetic and understanding of your customers’ needs, never raise your voice and smile when serving them.
A winning formula!


Alethea Porter
Regional Training Account Manager
a.porter@signaturecanada.ca
Phone: 403-461-6590

Alethea Porter

Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. We offer Canadian companies, personalized, sustainable and measurable business and training solutions which contribute to optimize income by developing sales and service skills dedicated to create memorable experiences.