AchieveMax Motivational Speakers Present Custom-designed, On-site Seminars, Training, and Keynote Presentations

Home ] About Us ] Mission ] Motivational Speakers ] Top 10 Presentations ] Training and Seminars ] Keynote Presentations ] Consulting ] Testimonials ] Clients ] Newsletter ] Blog ] Management Books ] Motivational Posters ] Site Map ] Search ] Questions? ] Contact Us! ]

 

Return to the AchieveMax home page
Home
About Us
Mission
Motivational Speakers
Top 10 Presentations
Training and Seminars
Keynote Presentations
Consulting
Testimonials
Clients
Newsletter
Blog
Management Books
Motivational Posters
Site Map
Search
Questions?
Contact Us!

 

The Achiever Newsletter

motivational speaker Kathleen J. Wheelihan

Sweat the Small Stuff for Great Customer Service

By Kathleen J. Wheelihan

Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let the little things in life stress you out—it’s important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.

At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard the stories; you’ve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say “thank you.” The teller that greets you with only a gruff “Next!” The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.

Consumers are starving for good service. And what they’re often hungry for may sound like little things—common courtesies that certainly wouldn’t be considered rocket science—but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or don’t do).

Here’s a list of some of the little things, when experienced together, can make a big difference to customers and how they view your organization:

bullet Answering a call by the third ring
bullet Transferring a call quickly to the proper person
bullet Timely return of voice mail and e-mail
bullet Eye contact
bullet A warm smile
bullet A friendly hello
bullet Just a moment, I’ll be right with you
bullet Excuse me just a moment, let me find out
bullet A polite and sincere tone
bullet A genuine apology when warranted
bullet You’re welcome
bullet A heartfelt thank you
bullet An honest attempt to help
bullet Your undivided attention
bullet Following up as promised
bullet Taking the extra step in any situation
bullet Honesty about problems and mistakes

Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than the mistake itself is how these difficult situations are handled. Customers crave the common courtesies, which is not to say that the common courtesies can make up for gross negligence or repeated problems. However, the little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise.

If you’re concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating the small stuff in customer service?" It really can make a big difference!

To find out more about AchieveMax® customer service training, call us at 800-886-2MAX.

Kathleen J. Wheelihan is a professional speaker and consultant for AchieveMax®, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding for a number of industries, including credit union, education, government, health care, manufacturing, and real estate. She can be reached at 800-886-2MAX or by visiting http://www.AchieveMax.com.

Publication Date: Winter 2002
If you are interested in customer service, you might also be interested in ...

Customer Service Training or Keynote Presentation Information

bulletCustomer Service Training Seminar: Customer Satisfaction Strategies
bulletCustomer Service Keynote - Vigilante Consumers to Raving Fans
bulletCustomer Service Speakers and Customer Service Training

Customer Service Articles

bullet Words of Wisdom on Customer Service
bulletSweat the Small Stuff for Great Customer Service
bulletLife-long Learning
bulletU of M Credit Union Finds Things that Make Members Go AHHHHHH!
bullet Good Customer Service = Customer Retention = Great Profits!
bullet Exceptional Customer Service Again Threatened
bullet How Good Customer Service Could Send Your Customer to the Competitor
bullet Partnering: You're Only as Strong as Your Weakest Link
bullet Gas at 17 Cents a Gallon?
bullet When the Employee Understands Customer Satisfaction and Service Better than the Manager
bullet A Culture of Customer Service
bullet Shock Your Customers

Customer Service Book Reviews

bulletTop Customer Service Books

Customer Service Posters

bulletCustomer Service Posters

 

Join our Newsletter!
Enter E-mail Address:

Motivational speaker Harry K. Jones has appeared all over North America addressing subjects ranging from stress management and thinking "out of the box" to the leadership skills and strategies required to succeed in today's competitive marketplace.

Motivational speaker Jeffrey W. Drake, Ph.D., has made many presentations on subjects ranging from communication styles and leadership styles to empowered teams and sales psychology.

Motivational speaker Kathleen J. Wheelihan has made presentations ranging from creative innovation to customer satisfaction strategies and leadership skills to teambuilding.

Melanie L. Drake focuses on the publishing and marketing sides of the AchieveMax® company.

 

For more information on our seminars and keynote presentations,
please write to or call 800-886-2MAX.
Privacy Policy

Copyright © 1997-2009 AchieveMax®, Inc.