Six Cardinal Rules Of Customer Service


Keep ’em coming back for more by following these simple rules:

  1. People Before Paperwork. Greet them at the door.

Paper can wait; people should not. Paper won’t walk away, but the customer might. Drop what you’re doing and pay immediate attention to the customer.

  1. Don’t Be Too Busy To Be Nice. They may be your next best friend.

Being busy does not give you carte blanche to be rude. Let’s not be too busy to be nice. It’s not worth it.

  1. Rushing Threatens Customers. Relax and sell your services.

Whether it’s on the phone or in person, avoid rushing people. Make each experience a great one. And remember, one-word answers make you sound cold and unfriendly. Slow down and smell the roses. Stop rushing people; use full sentences.

  1. Company Jargon Should Stay Within Your Company.

Mistakes and miscommunications thrive on company jargon. You, as the employee, will be far more familiar and comfortable with the terms and abbreviations than your customer is. Use simple, easy to understand words to the customer. They’ll appreciate your thoughtfulness.

  1. Be Friendly BEFORE You Know Who It Is. One chance to make a first impression.

Why wait to be friendly? Why discriminate? If you’re friendly before you know who it is, you’ll make a whole lot of extra good points. When you’re friendly before you know who it is, you’re delivering the same great service to everyone! That’s the way it should be; don’t discriminate.

  1. “There ya go” is not “Thank You.” “Uh huh” is not “You’re Welcome.”

Count — starting today — just for one day how many times people forget to say “thank you” and “you’re welcome” to you. When customers spend money, they want to hear a big smiling “Thank you, we appreciate your business.” And when we, as customers, say “thank you,” we don’t want to be grunted at with the old, mouth hung open “uh huh.” Speak clearly. When your customer tells you, “thank you,” give a great big smiling “you’re welcome” right back at them.


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