Don’t Neglect the Basics

With all the studies on superior customer care, all the articles and books on the subject, and all the customer care training programs designed to teach customer reps the skills they need, don’t neglect the basics!

Do you remember what your mother taught you on how to be polite according to Miss Manners? And do you recall the correct way to greet someone to make them feel welcome? Whether you work with your customers on the phone or in person, the basics are important—they form the foundation of a positive interaction—and it is up to you to set this friendly, helpful tone.

Here’s a list of the basics just in case you need a refresher:

1. Begin each interaction with a friendly greeting.
2. Smile (it can be “heard” even over the phone lines) and make eye contact.
3. Show genuine interest in what the customer has to say by listening closely.
4. Do what you can to solve any problems or introduce the customer to someone who will help.
5. Check for customer satisfaction at the end of the interaction.
6. Say “thank you” as you close.