The principles of customer service etiquette should be integrated into every facet of your organization because providing superior customer service is the most effective way to distinguish your business from the competition.
Employers have a responsibility to set and effectively communicate the ground rules for how an employee should operate within their company. Often an employee is issued a manual or orientation without any formal training on the company's unique culture or way of conducting business. With this lack of understanding, you have employees in effect defining the company's policies based on their social norms, which leads to the loss of productivity, morale, and profitability.
Empower your employees by teaching them the six principles of customer service etiquette. Properly train and educate your employees on how to interact and communicate with customers to deliver superior customer service, cultivate long-term relationships with clients, build customer loyalty, and differentiate your business from the competition.
6 Principles of Customer Service Etiquette:
- Smile and demonstrate good manners. Teach employees to smile, leading by example. Establish a culture of high quality customer service and commit to deliver superior service whether over the phone or face-to-face.
- Make customers feel comfortable, valued, and appreciated. Be knowledgeable of and understand the relevant policy and procedures.
- Treat customers with respect, empathy, and efficiency.
- Listen actively to be responsive and exceed customer expectations.
- Effectively resolve the customer's problem.
- Say "Thank you" and "Please" graciously.
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| Sofitel Philadelphia |
I received this Thank You note from a Sofitel Philadelphia staff member. The Sofitel has mastered how to transform their business into an experience. Build prosperous relationships by treating customers as you want to be treated.
Click Success with Etiquette: Book of Etiquette to learn proven methods on how to gain a competitive edge to win in today's challenging global market and increase profitability. The book benefits all professional levels and is a concise guide to valuable etiquette techniques and effective communication skills to grow your company's revenue, advance your career, and build client/customer loyalty with positive first impressions.
Success with Etiquette: Book of Etiquette is required course material for Austin Community College Hospitality Management Program.
Shawn E. Gilleylen is a business etiquette expert, professional speaker, corporate trainer, and author. She is the founder of Administrative Support Associates, a firm specializing in business etiquette training and workplace communication. Shawn helps businesses ensure best practices become standard procedures which result in enhanced customer experience, efficient operations, and higher profitability. Shawn keynotes at conferences, conducts etiquette trainings/workshops, and one-on-one coaching.
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