What Kind of Service Provider Are You?

Great customer service doesn’t just happen. You must care about your customers and dedicate yourself to your career. Take the following quiz to find out how you rate as a service provider. Give yourself a point for every "yes" answer.

• Do you greet each customer quickly and professionally? If you work in a retail organization don’t let customers wander around aimlessly. Greet them as soon as they come in. If you handle customers over the phone, don’t let the phone ring more than one or two times before answering.
• Do you smile when dealing with customers, even when you’re speaking to them on the phone? Even when customers can’t see you, they can hear the smile in your voice. Some customer service reps keep a mirror at their workstations to remind them to smile.
• Is your grooming and attire appropriate? A customer’s first impression is largely influenced by your appearance. Dress in a manner consistent with your organization’s rising stars and most respected people. The office is no place to show your creative flair with daring fashion choices.
• Do you remember frequent customers? Comments such as "I remember you called last month" make a customer feel valued. So show that you recognize familiar faces or voices and, whenever possible, use customers’ names.
• Do you give customers your full attention? That means putting aside other work the minute a customer calls or enters your place of business.
• Do you listen carefully and paraphrase customers’ comments? Listening is the cornerstone of great customer service. Let customers know you hear them by summing up their comments. Example: "So, you’ve had some trouble with your new stove. The back burners aren’t working. Is that correct?"
• Are you genuinely interested and concerned about each customer? Most people can spot a phony. If you think of customers as headaches or bores, they’ll sense your attitude. Try to approach customers as if they were close friends or family members. You want people you care about to receive the best service. Transfer that sentiment to your customers.
• Are you knowledgeable about your products and services? Do you know all there is to know about the products you offer? Or are you constantly putting customers on hold while you hunt for information?
• Do you thank every customer, even those who don’t buy? Make sure you don’t act discourteously when you discover that a customer isn’t going to buy. If you do, that customer may never return.
• Do you look for ways to add something extra for customers? Often, all you want to do is take the order or solve the problem at hand. Never settle for the minimum. Add a little extra and customers will come back. Examples: Alert good customers to upcoming sales. Recommend products or services that you like yourself. Keep informed about customers’ businesses so you can chat when they call.

Score:

8-10: Congratulations. You’re the kind of customer service professional that people respect. You don’t settle for "good enough." You go above and beyond to understand and serve your customers.

5-7: You’re on your way. You’ve mastered some of the essentials, but you still have some work to do if you want to be a star.

0-4: You have some work to do. If you could answer "yes" to only a few questions, your customers probably aren’t very happy. That’s the bad news. The good news: You now know what you need to do to improve. Don’t try to change all at once. Work on one problem at a time. If you lack product knowledge, seek additional training. If you have a hard time listening, make an extra effort to concentrate when customers speak. With a little effort, you can score a perfect 10.

Reprinted from Briefings Publishing Group, www.briefings.com.