Como Atender bien al cliente

Step 1 – Build the foundation
• Outstanding customer service has its basis in
good manners
• Courtesy, caring, willingness to serve
• Let the customer know they matter and that
you care
• Listen to the customer
• Teach your staff flexibility. Help your staff
understand why asking the question is important
and why we need the answer.
• Don’t make promises you can’t deliver
• Always go the extra mile!
Step 2 - Hire the right people for
your team
• Find, train and retain
• Look for individuals with character and
competence, values and ethics
Busca a los que quieran agradar a los demás.
• If you hire for potential, be willing to spend
the extra time
• Communicate your focus to staff
• Reward and recognize excellence
Step 3 - Train your staff
• Be a role model of excellence in customer
service
• Communication, conflict resolution,
problem solving, listening & needs
identification
• Talk to staff regularly about what is (or
isn’t) good customer service
• Practice, practice, practice
Step 4 - Empower your staff
• Provide staff the knowledge and
confidence to solve problems on the spot
• Teach them how to listen, ask questions
and understand the problem and respond
in a manner that doesn’t cost you
• Teach them to demonstrate empathy and
mean it
• Encourage them to admit errors and work
to resolve them