Basic Principles Of Customer Care, At The Institute For Best Customer Care - www.bestcustomercare.org
The Proper Attitudes And Behaviors For Best Customer Care For frontline customer contact people, plus everyone else in your company, from top to bottom

Keywords: Basic Principles Of Customer Care Institute For Best Customer Care The Proper Attitudes And Behaviors For Best Customer Care For Frontline Customer Contact People Plus Everyone Else In Your Company

Welcome to ...
The Basic Principles Of Customer Care
At The Institute For Best Customer Care
      For Frontline Customer Contact People Plus Everyone Else In Your Company

A Service Of The Institute For Best Customer Care - Rev. Bill McGinnis, Director

NOTE: After you have read the Basic Principles Of Customer Care (below) you can
TAKE THE TESTS AND GET YOUR CERTIFICATE!
1. Take the Free Practice Test at => http://www.proprofs.com/quiz-school/story.php?title=NzU1Mjky4X22 and
2. Take the Certification Test ($15.00) at => http://www.proprofs.com/quiz-school/story.php?title=NzU3MDk2XJFU&id=756831&ew=530

Both of these test are "Open Book" tests, so you may refer to the Basic Principles Of Customer Care which should still be visible on your computer screen

The Basic Principles Of Customer Care


             Compiled And Edited By Bill McGinnis
    


The Proper Attitudes And Behaviors For Best Customer Care

FIRST SOME DEFINITIONS, AS USED HERE:
YOU - means you, yourself, the reader of this page, whoever you may be.
YOUR COMPANY - is any organization of which you are a part.
YOUR CUSTOMER - is any person who visits your company, either online
      or in person, in order to obtain something from it.
CUSTOMER CARE - is how you treat your customers.


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1. TREAT YOUR CUSTOMERS AS YOU WOULD LIKE TO BE TREATED.

This is an application of the "The Golden Rule," our most important guideline for dealing with other people, which is, "Treat Others As You Would Like To Be Treated." This is the most important rule in all human relationships, not just customer relationships. You can apply this rule to almost any situation, and you will not be far wrong.


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2. LEARN TO SEE AND FEEL FROM YOUR CUSTOMER'S POINT OF VIEW.

You like it when the other person understands your point of view and can see problems the way you see them. So do the same for your customer. Learn to see and feel every situation from your customer's point of view. The ability to do this is called "empathy," and it will help you in all kinds of human relationships, not just customer relationships.

Learn to "laugh when they laugh and cry when they cry."

NOTE: For more about empathy, you can visit the free Christian Empathy Training Website at => http://www.loveallpeople.org/empathytraininginstitute.html Please be advised that this website does contain some religious content based on Progressive Biblical Christianity - www.progressivebiblicalchristianity.org Employers should perhaps not require their employees to use this link if it might intrude on their religious beliefs.

3. SMILE AND BE FRIENDLY.

You like it when people smile at you and behave in a friendly manner. So do the same to your customers. It is an ancient Chinese proverb, that "the shopkeeper must have a smiling face."

4. BE COURTEOUS AND RESPECTFUL

You like it when people are courteous and respectful to you. And you dislike it when people are discourteous or rude to you. So be courteous and respectful in all of your dealings with your customers.

5. IF POSSIBLE, LEARN AND REMEMBER YOUR CUSTOMER'S NAME, AND USE IT FREQUENTLY.

You like it when other people remember and use your name. So do the same for your customers.

6. DON'T ARGUE.

Arguments are very negative. They poison good human relationships. You don't like it when someone argues with you. So don't argue with your customers. And if you see an argument coming, take the appropriate steps to avoid it before it causes any damage.

7. DON'T CRITICIZE OR EXPRESS DISSATISFACTION WITH YOUR CUSTOMER IN ANY WAY.

Criticism builds hostility and bad attitudes. Criticism is poison to good Customer Care. You don't like to be criticized; so don't criticize your customers. They don't like it, either. And you won't help accomplish anything good by criticizing. As your mother probably taught you, "If you can't say something nice, don't say anything at all." But even better: find something nice to say.


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8. GIVE YOUR FULL ATTENTION TO YOUR CUSTOMERS WHEN THEY ARE TALKING.

You like it when people pay full attention to you when you are talking. So do the same for your customers. Don't be half-trying to do something else, or playing with your smartphone.

9. WHERE APPROPRIATE, TALK ABOUT YOUR CUSTOMER'S INTERESTS.

You like to have other people talk with you about your interests. So do the same for them. Find out what things your customer is interested in, and steer the conversation toward these things.

10. WHERE APPROPRIATE, ADMIT YOU MAY BE WRONG.

This idea is surprisingly powerful and useful!

Here's what to say, whenever there is a question as to a matter of fact: "Now, I may be wrong about this. I frequently am wrong about things. But this is the way it appears to me:" (And then state your beliefs.)

By admitting you may be wrong, and by admitting that you frequently are wrong (You are, you know. We all are.), you encourage the other person to admit that he, too, may be wrong! Then, with your egos out of the way, you can both search objectively for the truth!

And if you really are wrong this time, it will be much less embarrassing for you than if you had been stubbornly insisting that you were totally right!

11. LET YOUR CUSTOMER DO MOST OF THE TALKING.

You like it when people let you do most of the talking. So do the same for them. It won't hurt you, and you might learn something.


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12. LET YOUR CUSTOMER TALK ABOUT HIMSELF.

You like to talk about yourself, don't you? We all like to talk about ourselves! But restrain the urge, and let your customer talk about himself, instead.

13. LET YOUR CUSTOMER TAKE THE CREDIT WHEN GOOD THINGS HAPPEN.

If something has worked out well, don't grab the credit for yourself, even if you think you deserve it. Give it to your customer. Say, "It couldn't have happened without you."

14. LET YOUR CUSTOMER SAVE FACE.

The expression "saving face" means to maintain dignity, or not to look like an idiot or a worthless person. Sometimes people do things which make them look like an idiot or a worthless person. If you can rescue your customer in such a situation, and help him maintain his dignity, you have done a very good thing.

And maybe someone will do the same for you some day, when you need it most! "As you do, so shall it be done unto you."

15. REMEMBER: WHEN YOU ARE WITH A CUSTOMER, YOU ARE THE COMPANY TO HIM.

Your customer's opinion of your company may be based almost entirely on his experience with you. So make that a good experience, to the best of your ability.


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16. HOLD YOURSELF TO HIGH AND NOBLE STANDARDS, AND EXPECT THE SAME FROM OTHERS IN YOUR COMPANY.

People tend to live up to the expectations others have of them. If you expect a lot from people, they tend to give what you expect. Likewise, if you expect little from people, that is what they tend to give.

So act honestly yourself, and expect honesty from your co-workers; act morally yourself, and expect morality from your co-workers; act fairly yourself, and expect fairness from your co-workers. Be a good example to them.

17. GO THE EXTRA MILE.

You are pleasantly surprised when other people do more for you than you had asked or more than you had expected. So do the same for your customer: "Go the extra mile," to be pleasant and helpful in all respects.


NOTE: Now that you have read the Basic Principles Of Customer Care (above) you can
TAKE THE TESTS AND GET YOUR CERTIFICATE!
1. Take the Free Practice Test at => http://www.proprofs.com/quiz-school/story.php?title=NzU1Mjky4X22 and
2. Take the Certification Test ($15.00) at => http://www.proprofs.com/quiz-school/story.php?title=NzU3MDk2XJFU&id=756831&ew=530

Both of these test are "Open Book" tests, so you may refer to the Basic Principles Of Customer Care which should still be visible on your computer screen

The proper attitudes and behaviors are taught above.
And some of the necessary specific skills are taught below.

So here is another course you might like to take to learn and develop some of the necessary specific skills . . .

Customer Service 101 - Universal Class Online Course

BLESSINGS TO YOU, AND BEST WISHES FOR YOU IN YOUR CUSTOMER CARE EXPERIENCES.
     Yours, Rev. Bill McGinnis

     billmcginnis@loveallpeople.org

      Adapted for Customer Care purposes by Rev. Bill McGinnis, 
      based on his earlier document, "The Twenty-One Greatest Ideas
      In Human Relationships," http://www.loveallpeople.org/the21.html,
      which is in the Public Domain, free for everyone to use
      without restriction.


   
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We are the . . . Institute For Best Customer Care - www.BestCustomerCare.org
The home of . . . Gold Star Customer Care - "Treat your customers as you would like to be treated."

You can follow Rev. Bill McGinnis on Twitter, at => http://www.twitter.com/revbillmcginnis

COPYRIGHT NOTICE: This page is Copyright by William E. McGinnis, owner of The Institute
For Best Customer Care, www.bestcustomercare.org. Used by permission.
You may republish the content of this page in any form you desire, as long as you include this
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