Spotlight on Customer Service: Quick Tips
Part of being a customer focused organization is providing great customer service. Many FM staff just do this naturally. What does great customer service look like? Here are some quick tips.
Keep Customers INFORMed
Do your customers know where their project is at? It’s important to let them know. Depending on your role in FM this could mean meeting with customers to give a budget update, calling them with potential complications or sending an e-mail regarding the project’s schedule. FM started the INFORM e-mail program, which sends an e-mail (along with a project schedule) automatically to let folks know their request was received, just for that purpose. Not coincidently, our customer satisfaction scores climbed after we started INFORM.
Response Time
Get back to your customer. Even if don’t have all the information, returning their call or e-mailing lets them know their issue is being addressed.
If you don’t have something good to say…
Remember the tone of your voice is often more important then the words you’re using.
Are you talking to me?
Be an attentive listener. Repeat what your customer has requested or write it down. This shows them you’ve got their information.
When’s the maid coming?
Take the time to clean up after your job, whether that’s cleaning electrical chase or the copy machine. No matter how good the work you have done, the customer's impression will be lowered by leaving a mess behind.
Two Powerful words
“I’m sorry.” These two words go a long way. Even if you didn’t cause the problem, your customers will appreciate your empathy.
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