All customers have certain expectations about what good service should be. It is the personal responsibility of every employee to provide exceptional customer service. Customer expectations differ from one person to another but, basically, they all expect the same things.

Customers expect:

♦ Value - Fair Prices
♦ Quality
♦ Variety
♦ Pleasant Atmosphere
♦ Friendly Service
♦ Interested Employees Who Care
♦ Attentiveness To Their Needs

There are six keys to excellent customer service.

Key 1: Competence
People who enjoy what they are doing usually do it well. Before a person can really begin to enjoy the job, he or she must be confident in his/her abilities to do every aspect of the job correctly. The amount of time we take and the efficiency we display doing our job shows to others our level of competence.

Key 2: Knowledge
We can increase our level of competence by learning as much as we can about our own jobs, the functions of other departments and the total organization. The elements of job knowledge include areas such as product information, procedures, problem solving, and the ability to answer questions.

Key 3: Pride
The attitudes that we show are very important to excellent service. An attitude of pride is one which gives employees the energy and the incentive to become more knowledgeable and competent. The amount of interest and commitment we bring to the job affects the quality of service that we provide to our customers.

Key 4: Appearance
First impressions are extremely important. It tells the customer how we feel about ourselves and our job. Customers notice the care we use in our personal appearance. They also notice the eagerness we show in performing our job and the approach we use when we address customers. We never get a second chance to make a first impression.

Key 5: Courtesy
Customers view courtesy as a basic part of service. Courtesy is the single most important behavior a customer expects from us. We demonstrate courtesy by what we say, the tone we use to say it, and the gestures we use. Through our actions and words, we show customers how we feel.

Key 6: Extra-Effort
The absence of courtesy makes a lasting poor impression. On the other hand, a little bit of extra effort leaves a lasting positive impression. The extra-effort we extend to customers is the part of service that keeps customers coming back. Do you always go the extra step for your customers?

Rate yourself and your staff in each area. What are your strengths? What areas need improvements?

What action steps will you take? Rate from 1 to 10 (10 being the best)

♦ Competence
♦ Knowledge
♦ Pride
♦ Appearance
♦ Courtesy
♦ Extra-Effort