Inspiring Solutions Newsletter - September 2006

Stop and Serve the Customer

On a recent business trip to Florida I was sitting next to a nice older couple, Charlie and Lucille. They were excited to go visit their children and grandchildren. After the flight attendant had passed through the cabin with our beverage service, Charlie seemed to loose interest in our conversation, so Lucille and I continued to enjoy each other’s stories.

A few minutes later, I realized Charlie wasn’t feeling well. Lucille became concerned. To comfort her, I pressed the call light to seek the opinion of the flight attendant. Charlie was having a heart attack and needed immediate medical attention. Luckily there was a nurse and a doctor traveling on board whom both came rushing to his side.

Lucille became distraught, so I moved aside with her and tried to comfort her as Charlie was being evaluated. After a short time, the flight attendant announced that we were planning an emergency landing in Nashville.

After we landed, I watched the paramedics rush onboard to tend to Charlie. Lucille appeared overwhelmed with the questions being asked about his medication, contact information, etc. I could only hope that both were taken care of and that Charlie made it through.

As our flight took off to complete the rest of our itinerary and the adrenaline rush calmed downed, I was amazed to think that none of the passengers on board complained about the inconvenience or delay in their schedule our stop just caused them.

If a major airline is willing to alter its travel plans to assist a customer with medical needs, what can a you do on a regular basis to make such a favorable impression on their customers, family and friends?

In a training program I’ve designed to help my clients enhance their level of customer service and raise their satisfaction scores, I teach employees to provide “Service with a S.M.I.L.E.”

Stop What You Are Doing
You are never too busy to respond to answer a question, give directions or help a customer. Customers are not an interruption of your day, they are the reason you have a job!

Make The Customer Feel Important
One of the most powerful ways to make a favorable impression upon someone is to call them by name. If you can’t remember a customer’s name, refer to their paperwork or simply ask.

Investigate The Customer’s Needs
Serving the customer doesn’t have to be a mystery. Learning to ask open-ended questions that start with who, what, when, where, why, and how will help you to understand what is important to them.

Listen to The Customer
One of the greatest gifts you can give someone is your undivided, uninterrupted attention. A good listener looks at the other person, stops talking and keeps an open-mind to fully empathize with a customer’s situation.

Exceed Their Expectations
In today’s competitive marketplace, there is no room for mediocrity. Creating a “WOW” factor with each customer is critical for establishing and preserving a reputation for excellence.

The journey to achieve service excellence is made up of a lot of little things that are guaranteed to bring a BIG smile to your customers.

Looking for Training Resources, Videos and Books on the Customer Service? Click here

Email us or call us at 866-225-1249 to learn how we can help enhance your employees’ commitment to serve, understand your customers’ expectations and leave lasting impressions on those you serve.

Inspiring Solutions News...

July 28 -- Jon Weston asked Michele to marry him. Yes, we are engaged! We've worked together for the past two years, but have known each other since December, 2002. Jon is from Des Moines, is an avid Hawkeye fan and loves the game of golf! We promise to share the details, date and location of our wedding planned for 2007.

September Webinar: Teams that C.A.R.E. - Register Today!
Stay focused and motivated throughout 2006, Michele Matt will be hosting monthly webinars. Using online technology, you will be able to enjoy 90-minutes of an Inspiring Solutions workshop in the comfort of your own office, conference room or even home! All you will need is access to a telephone and the internet to join in on the education.

September 18, 2006 - Teams that C.A.R.E.

Assess your natural contribution to a team.
Learn the key roles in innovation and change.
Strategies to enhance your team’s efficiency and effectiveness.

Click here for more information and to register online!

September 19 -- Marks the 15th year of business for Inspiring Solutions. It's owner and founder Michele Matt, originally started the company in 1991 as The TRAINERS Group. Over the past 15 years, we have worked with a variety of industries throughout the United States and Canada such as health care, insurance, financial services, hospitality, government, manufacturing, schools and even prisons. We appreciate the support and trust clients have in our products and services...because our success is a result of those relationships!