99. Stop! Look! Listen! Act! for Outstanding Customer Service

When you find your level of customer service is derailing, get everyone back on track by remembering to stop, look, listen, and act.

• Stop! everything you are doing when a customer comes in or calls. Greet the customer. Give your name. Ask how you can help. Form a mindset that this particular customer is the reason you have a job.

• Look! at the customer. Focus only on the customer with whom you are speaking. Help your customer form a positive first impression of you by making eye contact, smiling when you speak, presenting a positive attitude, being interested, and maintaining an open, relaxed demeanor.

• Listen! actively and completely. Pay complete attention and really listen to what the customer is saying. Before responding or forming your conclusion, gather as much information as you can to make sure you understand the request. Remain objective and never judge a customer. Listen, also, for what is not said. Pay attention to nonverbal cues and tone.

• Act! on the customer’s request. Think of options to solve the problem, determine the best solution, and present it to your customer. Be prepared to offer an alternative solution if the customer is not satisfied. Next, always do what you say you will when you say you will. Show that you are reliable and accountable.