The list that will take your customer service team from ok to awesome.

Working in a frontline customer service role requires a particular type of attitude.

It doesn’t matter where you work ie: Geelong, Ballarat, Melbourne and it doesn’t matter what industry you work in or for, businesses need frontline customer service staff to have a ‘can do ‘ attitude.

But, a great attitude is just the start. What customers really want is action because actions speak so much louder than thoughts or words.

Below are examples of the actions of customer service professionals:

• apologising for a delay or a mistake

• being punctual

• ceasing conversations with a co-worker when a customer needs help

• ceasing unrelated activities when interacting with a customer

• giving eye contact to a person who is talking to you

• listening without interrupting

• offering a seat for the frail or elderly

• opening the door for people

• refraining from eating or drinking in the view of customers or when talking on the phone

• remembering and acknowledging customer events (for example, birthdays and celebrations)

• saying please when you ask for something

• seeking and using your customer’s name

• smiling when you greet people

• thanking customers for waiting

• wearing neat and clean clothes or uniform.

Not all workplaces will deem everything on the preceding list as necessary or, in some cases, possible so a powerful acion you can implement now is to give the above list to your team.

Ask them to remove or add what they think are actions of a Customer Service Professional and ask them to think about what their customers would deem as excellent service.

Aim for awesome not just ok.

Do that, and you are well on your way to creating a solid set of customer services standards which have a high chance of being adhered to because your team identified and agreed on them.

If want more DIY actions that will keep your customer service team motivated and your customer service standards awesome, then you need to get into The Zone.

By Cate Schreck - Author of The A - Z of Service Excellence