Easy to surprise

Excerpts from Dazzle Me! By the editors at Dartnell. Writer: David Dee

Deliver surprisingly superior service

“Go the extra mile for customers” is another way of saying, “surprise customers by doing something extra for them.” If you make a personal commitment to surprise your customers, you’ll have gone a long way to providing service that far exceeds the service average reps provide.

Here are four ways you can achieve this simple personal goal:

1. Surprise customers by always being courteous.
2. Surprise customers by doing more than they ask for.
3. Surprise customers by taking pride in your work.
4. Surprise customers who have come to expect the worst by being professional in your bearing and manner.

Commitments to yourself

1. To always maintain a professional manner and appearance.
2. To greet customers warmly and to always make them feel welcome and comfortable doing business with you and your organization.
3. To always be prompt, courteous, and friendly in serving customers.
4. To always adopt a problem-solving attitude when you handle complaints and inquiries.
5. To carefully assess each customer’s needs and recommend specific products or services that will provide the highest level of satisfaction.
6. To find the right answers to all customer questions and to keep up-to-date on the products and services your company offers so you can pass the correct information on to your customers.
7. To be familiar with all organizational procedures and policies so you can handle every customer transaction with minimum error and delay.
8. To follow up on inquiries from customers and ensure their satisfaction.
9. To know your company’s promotional campaigns and to support these efforts whenever you deal with customers.
10. To turn new customers into returning customers by providing the kind of service they expect and are entitled to.