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We do so much business over the phone or online these days that we forget that all customer service used to be done face to face. As a matter of fact, a lot of it still is. Professional offices, doctor’s offices, meetings in executive suites, and brick and mortar stores, still require a personable, comfortable approach to caring for customers and clients.
When clients and customers come into the office, the first person to see them might be the receptionist or executive assistant. The client may have come to speak with a particular individual. They have almost certainly come for a particular purpose. At that moment, whatever the regular tasks of the executive assistant may be, their number one job becomes to deliver great, face to fact customer service. Not only is it important to help the client quickly and efficiently, it is also important that the client come away from the whole experience with a great impression of the company.
Whatever their business, as long as they are in your building, the clients are the guests and you are the host. Here are some points to get the interaction off to a good start.
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End personal calls or place them on hold immediately–
Don’t continue on your conversation–
Avoid placing the phone on your shoulder and casually asking how you can help?
Use a greeting–
"Good morning, welcome to (the name of your company). How can I help you?"–
Avoid the casual, "yes?" or a simple "hi"–
Always greet the client or, if on the phone, let them know you’ll be right with them? and then follow through.?
Offer them a refreshment while they wait–
If this customer comes to the office frequently, keep track of whether they prefer Diet Coke, coffee with one sugar, etc.?
Engage in non-business related small talk–
Current events–
Weather–
Other "safe" topics?
Use the customer’s name–
Unless you have an existing relationships, use more formal titles like Mister or Ms?
Plan ahead and think of creative steps you can take to make the customer feel important and cared for.–
What can you do individually to make your customers feel welcome?–
Think about, "what can I do to go the extra mile?"Remember to maintain a warm and welcoming environment for clients. Your building, lobby, and office will say more about you and the company than you realize!
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How can you make your lobby "feel" more welcoming?–
Magazines–
Potpourri–
Fresh Flowers–
Phone for client use–
Comfortable, soft lighting?
Maintain an orderly environment–
Neat and clean–
Your own workspace reflects on Merrill LynchThe Unexpected Guest
Sometimes guests will enter the office without an appointment. This is not a problem, provided there are professional staff available who are willing and able to meet with them. However, if there is no extra room in the schedule, you should politely invite the client to make an appointment for a future meeting. If the guest is someone that the manager does not wish to see, such as a sales person, it is still important to treat that person courteously and professionally. Apologize for the manager and accept the sales person’s contact and/or promotional information. Tell them that you will add their information to your vendor database and that you will contact them when the need arises. As always, remember to remain polite and thank them for their visit.
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June Customer Service Quick Tip – How to Play the Name Game
It can be difficult to remember customers, but it is very important that you do so. There are a few quick tricks that you may be able to use to help hang on to more names longer. Be sure you heard the name right in the first place. There is no shame in asking someone to repeat their name. If necessary, ask them to spell it for you. Try to use the name soon. This will help you to remember it. Don’t overuse it though. It could begin to make them uncomfortable. Uncover facts about the person that you can link to the name in your mind. The more ties you can create the easier it will be to remember. If you have the opportunity, write the name down. This fast and easy step can go a very long way towards establishing a name in your long term memory. However, if you forget, just be honest. Simply smile, apologize, and explain that you have somehow forgotten the name. Don’t get caught up on making excuses or repeating your apology. Move the conversation quickly along and the incident will be quickly forgotten.
