Why Smart Service Matters
- Service (good or bad) is a game changer!
- Service is an outward expression of an individual or organization's value it places on its customers.
- Service can build or break trust (customer loyalty).
- Smart Service starts with a SMILE!
- Smart Service assumes "positive intent."
- Smart Service follows up and follows through!
- Smart Service is about treating others in the way that we want to be treated.
How to Deliver Smart Service
In Person
- Smile.
- Listen for understanding.
- Assume positive intent.
- Follow up and follow through.
- Every person is treated in a friendly, respectful and helpful manner.
- Every person is encouraged to give their feedback on service.
By Telephone - (access sample telephone scripts here)
- Smile.
- Listen for understanding.
- Assume positive intent.
- Incoming calls answered by the 3rd ring. (Buddy System)
- External phone calls answered using the Smart Choice Telephone Script.
- Update voicemail message with Smart Choice Telephone Script.
- Transfer calls to the appropriate person, explain the caller's question/dilemma to the staff person taking the call. Provide the caller with the appropriate person's extension in the event of a dropped call.
By Email
- Email signature updated with Smart Choice graphic.
- Read for understanding.
- Assume positive intent.
- Emails responded to within 24 hours of being received.
- Email's "auto reply" set with contact person and website information.
- Emails "spell checked" before being sent.