Reviewing this checklist will help you continuously improve your customer service skills and keep you focused on the only think you can control - your own behavior.
|Or did you...?
|Put yourself in your client's shoes.
|Become stuck in your own point of view.
|Reserve judgment about your client and his/her problem and listen with an open mind.
|Rush to judgment before hearing from your client first-hand.
|Let your client "blow off steam" before attempting to problem-solve.
|Move quickly to solve the problem without allowing your clients full expression.
|Listen attentively to everything your customer had to say with genuine interest.
|Become fixated on your own concerns or miss what was really being said.
|Spend as much time listening as talking, allowing your client to finish speaking before responding.
|Focus on your next response instead of hearing, interrupt frequently or dominate the conversation.
|Ask questions to clarify your understanding.
|Jump to conclusions.
|Seek your client's ideas or offer options to resolve the problem.
|Offer only one course of action: take it or leave it.
|Tell the client what you can do and why.
|Focus on what you cannot do and why.
|Admit mistakes and oversights; apologize for your client's inconvenience.
|Avoid responsibility, get defensive, focus on your own inconvenience.
|Agree on the time and the manner for follow-up.
|Leave follow-up to chance.
|Follow-up with client to check on their satisfaction.
|Neglect to check out results and hope that no news is good news.