{"id":142,"date":"2015-04-26T11:28:31","date_gmt":"2015-04-26T11:28:31","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=142"},"modified":"2015-04-27T06:40:45","modified_gmt":"2015-04-27T06:40:45","slug":"abc-of-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/abc-of-customer-service\/","title":{"rendered":"The ABC of Customer Service"},"content":{"rendered":"

\"CustomerIf you want your staff to remember the essentials of customer care, there\u2019s no better way to teach them than with the ABC of Customer Service.<\/strong><\/p>\n

A is for Attention to Detail. Because when customers know you care passionately about the little things, they\u2019ll know you care a great deal more about the big things.<\/p>\n

B is for Benefits which is all your customer wants you to tell them.<\/p>\n

C is for Complaints, your free marketing service.<\/p>\n

D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.<\/p>\n

E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.<\/p>\n

F is for Feelings. As the Scottish Life advert says: \u201cMake each customer feel like you\u2019ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.\u201d<\/p>\n

G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it.<\/p>\n

H is for Hi-Tech, Hi-Touch, because when things get complicated, that\u2019s when people want the personal touch.<\/p>\n

I is for Ichiban, the Japanese word for \u201cwanting to be the best\u201d.<\/p>\n

J is for the customer Journey, which you must know every inch of.<\/p>\n

K is for Kaizen, another Japanese word which means \u201ccontinuous improvement\u201d.<\/p>\n

L is for Loyalty, which you buy by engaging their minds and piercing their hearts.<\/p>\n

M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.<\/p>\n

N is for Now For Something Extra, that ends every customer interaction on a high.<\/p>\n

O is for Observing your customers\u2019 needs before they know them themselves.<\/p>\n

P is for the Pride that staff feel when they know they\u2019re in a valued profession.<\/p>\n

Q is for Quality: of product, of service, of manners, of courteousness.<\/p>\n

R is for the golden Rule: the customer is always right, even when they\u2019re wrong.<\/p>\n

S is for Sincere Smiles, that aren\u2019t false but melt the coldest hearts.<\/p>\n

T is for Tact, the one thing your customers will notice but you must pretend not to.<\/p>\n

U is for Under promise and Over deliver, the simplest way to make someone\u2019s day.<\/p>\n

V is for adding Value because there\u2019s nothing so precious as your time, your care and your attention.<\/p>\n

W is for the Wow Factor, when you stop them in their tracks.<\/p>\n

X is for eXtraordinary service that is out of this world.<\/p>\n

Y is for Your Mum Was Right, because it\u2019s all about respect.<\/p>\n

Z is for a good night\u2019s Zzzzz\u2019s after a great day\u2019s work.<\/p>\n

Practice these attitudes and skills, and you\u2019ll love your job and your customers will love you.<\/p>\n

About the Author<\/strong><\/p>\n

Eric Garner is Managing Director of ManageTrainLearn<\/a>, the company that offers you a very special learning experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

If you want your staff to remember the essentials of customer care, there\u2019s no better way to teach them than with the ABC of Customer Service.<\/p>\n","protected":false},"author":120,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/142"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/120"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=142"}],"version-history":[{"count":4,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/142\/revisions"}],"predecessor-version":[{"id":2849,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/142\/revisions\/2849"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=142"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=142"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=142"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}