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Customer Service |
Delivering Exceptional Customer Service / …Continued
iv. Best practice listening skills v. Friendly body language
D. Effective written communications i. Words to use in proper greetings
ii. Grammar review: Capitalizing, underlining, bold text. When to do what? iii. Changing words to engage customers and foster better teamwork iv. Communicate in writing as if the person was in front of you v. Implement the 10-minute rule before communicating in a difficult situation E. Interactive exercise and role playing IV. Embrace moments of truth A. Identifying examples of moments of truth
B. Difficult customer scenario examples and resolutions C. Problem solving practices and service fail-safes
i. Meeting the needs of the customer ii. Anticipate what the customer wants iii. Actively seek customer engagement D. Difficult customer interactions i. How to best respond to irate customers ii. Strategies for recovering from service failures iii. The art of saying sorry E. Interactive exercise and role playing V. Take responsibility A. Scenarios regarding responsibility to serve—good and bad B. Empowering you to fix it C. Ensuring guest expectations are exceeded i. Doing the extra things to ensure customers have a positive experience ii. Viewing the experience through the customer’s eyes, as if you’ve never seen it before D. The answer is always yes
i. Restating the issue or opportunity E. Interactive exercise and role playing
VI. Details matter
A. Examples of positive and negative details B. Earning “style points” C. Interactive exercise and role playing
VII. Always improve
A. Benchmarks for success B. Ask for feedback C. Measurements and incentives
The Center for the Future of Work in the OSU Spears School of Business offers various certificate programs and customized professional development.
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