Give of Yourself

I used to have an auto shop. In my office on the left side of the wall, I had a huge poster that act as my guide and reference in dealing with my customers. Now, I worked with a hotel company. I find it very easy in applying my day to day encounters with customers.

Greet Warmly -

• Establish eye contact. Smile!
• Greet them with respect, musta po Nay, Tay, Ate, Sir, Mam
• Introduce yourself
• Use a pleasant tone of voice
• Listen attentively
• Maintain a neat, a clutter free receiving office

Interact Professionally -

• Follow telephone etiquette and procedures
• Answer phone within 3 rings
• Listen to phone messages promptly. Obtain pertinent information when taking messages
• Return calls on the same day
• Maintain customer privacy, knock before entering the room, close the door, draw the curtain, keep conversation in low level
• Keep customer informed of waiting times and unexpected delays

Validate Needs -

• Take ownership of the customers issue and needs and find solutions
• Clarify by asking questions and repeating concerns
• Understand the customer may not be at their best. Repeat information/instructions as necessary
• Ask if were all questions/ requests answered

Exceed Expectations -

• Go the extra mile to ensure a positive experience
• Find a way to get to loyalty and trust
• Do appropriate follow up calls