Tips on quality customer relations
Posted: 10/13/2011
Want to know how to better serve our customers—that group that includes Centralia College students, co-workers, and others who seek our services? At a Customer Service human resources training session offered Oct. 12, Chris Bailey, former vice president of Human Resources and Legal Affairs and now president at Lower Columbia College, gives some insights into how to provide the best service.
Bailey begins by saying that we need to pay attention to every transaction, action, word and phrase we use.
- Think about your trip to the coffee shop. If you are waited on quickly and receive “service with a smile” you are more apt to go back there, the waitress is more likely to get a bigger tip and both of us are happier.
- Be friendly and be in the moment. Give your customers (co-workers, students, and visitors) your utmost attention: “Wherever you are, be there” (Ralph Waldo Emerson).
- Be competent, have a great attitude, good energy and make sure you manage your expectations. Remember, you (almost) can’t over-communicate to the customer. Whether this is your boss, your student worker, co-worker or someone else, keep them informed and avoid “noise” in your communication.
- One thing all of us need to work on is this reminder – “Use mistakes as an opportunity to showcase customer service!” If you make a mistake, own up to it, learn from it and seek continuous improvement.
- The final reminder: “If you want a successful career, focus primarily on the needs of your customers, rather than your needs or the needs of your boss.” Hey, this doesn’t mean to go out and do something that will tick off your boss. Remember, we’re here to serve our customers. Success shows when we work together to meet and exceed expectations!
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