Showing posts with label Visitors. Show all posts
Showing posts with label Visitors. Show all posts

The 3 Secrets Of Wow Customer Service

 


Your aim in giving your visitors exceptional service is to make them say "Wow!" as soon as you disappear. You can do that if you make the following three tips apart of your regular pattern of service.

1. Give The Visitors Plenty of Strokes. People love to be stroked. Strokes can include any greeting, the use of people's names, and good wishes of the "Have-a-nice-day" kind. But the best stroke you can give others is your undivided attention.

2. Attend To The Little Things. Paying attention to the little things which don't significantly affect the main service is a way of saying: "If we look after the little things, just think what we'll do with the big ones."

3. Always Say "Yes." Excellent customer service never turns down a request for help. Even if they can do it themselves, they'll know that you are someone who can help them.

Practice these three responses until they are as familiar to you as breathing, and you are guaranteed to have customers queueing up for your attention.

6 Tips For Keeping Your Cool When Things Get Hot (Video)

 



1. Be assertive – not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all visitors, and you will always be confident, cool, and in control, and you'll always be professional.

2. Speak more slowly. You'll be amazed at how much more clearly you can think and how much control and confidence you’ll experience when you consciously slow down your rate of speech. Speak slowly and methodically when your emotional triggers are launched, and you'll maintain poise during a difficult conversation.

3. Wait 1-2 seconds before responding. Responding immediately to demanding or tactical visitors could result in you saying something you'll later regret. Before you answer, take a deep breath, wait at least 2 seconds, and think about the best response and the best approach.

4. Take a time-out. When you sense that your buttons have been pushed, take a break. You can tell the visitor that you need to put him on hold while you go get the nurse or whatever excuse sounds good at the time. The point is to get away from the situation for a few seconds so you can re-group.

5. Use positive self-talk. I'm going to sound like Dr. Phil on this one, but I'm quite serious. Instead of saying to yourself, "I don't get paid enough to put up with this shit." Say something more positive like, "This guy needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into an extremely hostile situation.

6. Show your power before you use it. Often, a subtle suggestion of your "power" is far more effective than the outright use of your power. But, believe it or not, you are far more "powerful" if you say, "I want to help you, but when you yell and cut me off, you make it difficult for me to work with you." This statement demonstrates your power, and your message most definitely gets across.


These straightforward tips will position you to keep your cool when situations get hot!



Visitors and the Unit Secretary (Video)



Visitors are something that all Unit Secretaries will have to deal with. We are the first people that they encounter.

And there are some scenarios that, from time to time, we usually must deal with.

1. A lot of visitors all at once.
2. Visitors wanting to stay overnight.
3. Kicking visitors out/off the unit.