Basic rules for respecting the customer;

¨       Never keep a customer waiting unless it is absolutely necessary

 

¨       Apologize for any delay as soon as you are free.

 

¨       Listen to your customers, both with your eyes and your ears. Never assume you know what they want or what their problem is.

 

¨       Acknowledge people immediately, even if you can only do so by using body language.

 

¨       Build a relationship based on trust. Always stick to deadlines, and phone back when you say you will.

 

¨       Take ownership of any situation that you encounter. If it's not in your hand to deal with it, delegate or refer to others in order to make sure that the customer was dealt with effectively.

 

¨       Never allow your feelings and emotions to take control of you, unless they are positive ones, like care and concern.

 

¨       Learn how your firm's telephone system works; some customers could be falling foul of this, getting lost forever in the firm's extension lines.

 

¨       Treat your customers equally; never discriminate (at least openly).

 

¨       Acknowledge/dispose of customer complaints effectively. An interim reply is essential.

 

¨       Apologize for the cause of complaints/ inconvenience caused to the customer by the same.

 

¨       Give them a direction or a solution in case of complaints.

 

 

Follow these basic rules of customer care at all times and avoid insincere forms of customer service.