Remember that perception is reality with customer service.  If your customers don’t see your organization as one that engages in customer-focused behavior, then you are not providing exceptional customer service.  Remember that every time anyone who represents your organization comes in contact with a customer or prospective customer, your reputation is on the line.  Treating your customers as valued individuals is often more important than price.  You can cultivate loyal customers by focusing on the qualitative factors of service that mean a lot to your customers. 

Customer focused behavior requires:

1. Make the Customer #1
· Positive initial contact
· Establish rapport
· Don’t keep customers waiting
· Don’t rush customers
· Thank customers
· Encourage customer to return
· Make customers feel special

2. Appropriate Attitude
· Respect the customer
· Keep communication positive
· Professionalism
3. Determine Customer Needs
· Ask questions until you understand the customer’s request
· Use positively phrased, direct questions
· Use active listening to convey respect and verify understanding
· Ask how you can better serve the customer’s needs

 4. Build Relationships
· Be fair
· Keep your word
· Provide peace of mind
· Seek service opportunities
· Know your products and services
· Admit errors and lack of knowledge

5. Effective Problem Resolution
· Empathize with the customer
· Apologize
· Take Ownership
· Respond to problems in a timely manner
· Formulate/negotiate a win-win solution
· Don’t take problems/complaints personally
· Recognize problems as a learning opportunity