Definition of Delivering Smiles!
By Jenni Hansen
At Sure Controls, we strive to ensure our customers are smiling!
The following are the Webster definitions of two very important, yet simple looking words that we strive to provide to our customers every day!
Delivering: Bring and hand over (a letter, parcel, or ordered goods) to the proper recipient or address
Smiles: Form one’s features into a pleased, kind, or amused expression, typically with the corners of the mouth turned up and the front teeth exposed
Although you could read and write a million different blogs or articles about this subject, these are Sure Controls’ promises that myself and our associates strive to practice daily to make our customers smile.
SHOW YOUR TEETH – Smiling is one of the best customer service gifts there is. It’s so frustrating to work with someone, or call a place and not see or hear a smile. We are happy to have customers!
Be a DOUBLE CHECKER – Learn to use and do those words. Everyone loves it when you double check something for them. Even if you’re pretty sure the item is out of stock, “Let me double check that for you” can go a long way. Double checking can result in everyone being pleasantly surprised and a solution being available.
STAY FOCUSED – Eye contact is critical in delivering excellent customer service. Heads that turn on a spindle, and look everywhere but at the customer, result in very few good marks in customer service. Eye contact shows you are listening. If you’re on the phone, eye contact is definitely difficult, but we can stay focused on the phone. We don’t type unless it pertains to what we are doing. We don’t read something while we’re on the phone with a customer. Repeat back to the customer what you’ve heard to confirm understanding. STAY FOCUSED.
Look for SOLUTIONS – If we don’t have exactly what you’re looking for, or if we can’t get the product in the timeframe needed, we will try hard to find a solution. Will a partial shipment be okay? Will a slightly different size work in a jam?
ASK QUESTIONS – Another way to offer superior customer service is to ASK QUESTIONS. Build on what our customer is talking about. Listen for one or two words that you can ask something about. Even a simple, “Tell me more,” will help. Once the customer is done talking, recite back to the customer what you heard, to ensure understanding.
USE COMPLETE SENTENCES – One word answers are semi-useless in customer service and one word answers are definitely perceived as RUDE, or as not listening. “Yes,” “no,” and the like, tell the customer “I’m not really interested in you or what you need.” We are interested and we are engaged!
Be GRATEFUL – ALWAYS, ALWAYS, no matter how big or small, thank the customer for the order and their business.
