Customer Service Starts At The Front Desk: Admin's Best Practices
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The document provides best practices and techniques for customer service at the front desk. It recommends greeting visitors quickly with a sincere welcome, keeping conversations professional, and providing refreshments. It also suggests speaking slowly, using the caller's name, thanking them for calling, writing concise emails, focusing on resolving customer issues, empathizing with customers, and paying attention to detail to provide a high level of service. The overall message is that strong customer service is important for both customer satisfaction and business success.
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Customer Service Starts At The Front Desk: Admin's Best Practices
- 1. Customer Service Starts at the Front Desk: Admin’s Best Practices
- 3. Greet visitors quickly Offer a sincere welcome Keep your conversations professional Avoid over talking your visitors Provide reading material Offer refreshments
- 4. Smile as you speak Speak more slowly than you would in person Use the caller’s name Give the caller your name Don’t say anything you wouldn’t say to your grandmother (seriously) Thank your caller for calling
- 5. Turn your subject line into a sentence Keep sentences short – no more than 15-20 words (plus, Don’t write War & Peace over email) Don’t give bad news over email Be personable in your emails
- 7. If you’ve done what is right for the customer, you’ve done what is right for the company.
- 8. Customers are best heard through many ears Use feedback proactively Use customer suggestions to impress your boss
- 10. Identify and neutralize your hot buttons Allow the customer to vent Empathize Keep the focus on the issue Uncover the issue Keep your voice low
- 11. Understand, then be understood (Stephen Covey’s 5 th Habit)
- 12. THE PROBLEM IS RARELY/ NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM .
- 14. Adopt the Man in the Desert Philosophy
- 15. idea 15: Be Gumby!
- 17. Pay fantastic attention to detail
- 18. Provide “Concierge” Level Customer Service
- 19. Make customers feel smart/good even if they ask “silly” questions
- 20. Email me at [email_address] for: Additional questions not answered today Blog: www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden
- 21. Customer Service Techniques for Admins: Guarantee Satisfaction
- 22. Email me at [email_address] for: Additional questions not answered today Blog: www.CustomerServiceTraining.biz Web: www.MyraGolden.com Twitter: www.twitter.com/MyraGolden