6 Cardinal Rules of Customer Service

The 1st Cardinal Rule:

Why do we sometimes finish a paperwork task before talking with a customer?

  1. Paperwork tasks tend to occupy our full attention.
  2. We like to finish one thing before we start another.
  3. It’s inconvenient to risk losing our place in a task and then have to start over. 
  4. All of the above.

How are people likely to respond if they’re treated this way?

 

 

Pieces of paper don’t mind waiting- people do!

 

The 2nd Cardinal Rule:

In addition to poor customer service, what other undesirable situations can result from rushing a caller?

  1. You may misunderstand the caller’s meaning or need.
  2. You may fail to get important information.
  3. You may be out of breath for your next customer.
  4. A & B.

What can you do to be sure you’re not rushing a customer?

  1. Take time to get all the __________________ you need.
  2. Verify with the caller that the __________ purpose of the call has been ________.

 Mirror your callers’ communication speed

 

The 3rd Cardinal Rule:

Has anyone ever thought that you were answering machine? How can you prevent that from happening?

 

 

SMILE!!

 

The 4th Cardinal Rule:

What happens when we give the impression that we are too busy?

A person who is too busy to be nice is often seen as?

a. Unprofessional

b. Inconsistent

c. Disinterested

As a result, the University is seen as?

  1. Unappreciative
  2. Arrogant
  3. Unfair

What is your “peak season?” What can you do especially then to make sure your customers don’t find you to be too busy to be nice?

 

 

      The 5th Cardinal Rule:

What are some common examples of jargon that we use in Informational Technologies Services?

 

 

List some better replacements for our jargon when we talk with customers.

 

 

The 6th Cardinal Rule:

Using slang expressions like “There ya go” for “Thank you “ and “Uh Huh” for “ You’re welcome” are common. Why is it wrong to use it?

 

Why is it so important to just say “Thank you” and “You’re welcome?”

  1. other words or expressions can be misunderstood or misinterpreted.
  2. Using these expressions tells the customer how important politeness is to you and the University.
  3. Slang expressions. Like other fads, may come and go. Good manners never go out of style.
  4. All the above.