What does KISSing have to do with customer service? What simple (K.I.S.S.) customer service standards and practices should we all embrace, no matter what business we are in? Just nail these 4 skills...
- Upbeat greeting offered in a genuine tone. Whether by phone or in person, you should always beat the customer to stating this "hello/welcome." Also, it should be stated with a smile on your face and in a manner that convinces the customer that you really are happy to greet him/her. There's nothing worse than walking into a store to be nonchalantly welcomed with a greeting that is scripted and delivered in a humdrum tone. It's comical when that required acknowledgment of the customer's arrival are words like, "Good morning! Thank you for coming to see us today," when the body language, tone, and inflection actually sound like the greeting really is: "It's a horrible morning. I wish you weren't here because I would rather be anywhere but here, but since I am here, I'd like to be playing on my phone."
- Solid listening and communication. These are pretty much the crux of customer service. Without effective listening and communication, you quickly lose the respect and trust of the customer. You should always fully listen to the customer (spoken and unspoken messages) so that you can accurately gauge and understand what messages are being sent. Also, you have to use pleasant, friendly, and professional tones and body language. Don't fall victim to only half listening to the customer because you risk and miss too much when you do so. For example, I have been waiting and waiting on a kitchen table repair which has taken >6 weeks longer than the time estimated, and during a recent conversation with the associate who I have to call each week for my non-update updates (shouldn't they call me with updates?), I said, "At this point, we should not have to pay full price. This has been very disappointing and to go this long without a table is such an inconvenience, especially when we have family coming to visit this weekend again." All the associate heard was "I want money back" in my message, and he replied with, "I will talk to my manager about giving you a discount." Honestly, it was not about the money- it continues to be about everything else wrong with this unfortunate repair situation.
- Solve problems and show concern (apologize!). You need to have problem-solving skills and know what it takes to assist a customer in a timely manner. And if you don't have the ability to assist quickly, then you need to figure out what steps can be taken, or what can be said, to help the customer. Also, an apology, when given genuinely, goes a long way. Often times, customers just want to feel that you understand and feel sorry for their situation, issue, inconvenience, or whatever. Using the example from above about my dealings with the furniture company, what I really would like is for the associate to truly acknowledge the mistakes they have made ("our estimate on how long this would take was wrong, and here's why...") and to apologize for the inconvenience this has caused ("I know this has been frustrating for you, especially when you like to entertain. Your guests need a place to sit and dine! I am really sorry...").
- Show appreciation and part with a nice "goodbye." So easy- just say something like, "Thank you for coming in today. Have a nice afternoon!" or, "Thank you for your business. Have a fun evening!" How often is this parting message missed? Too often! I would say that 80% of the time that I say "thank you" to the associate who just rang up my >$100 purchases at a grocery or retail store. So backwards and very easy to correct. You should always thank your customer, whether they purchased or did not purchase, for spending their valuable time and energy with you. Remember- customers have lots of choices, and when they choose to shop with you, it's an honor that you should recognize.
