Five Important Customer Service Habits

Mark A · #1 (**permalink**) 06-15-2007, 01:10 AM

I am an employee at a growing financial institution. I earn an incentive for multiple product referrals in a month. Because of this, I've picked up some Customer Service habits that I believe can translate to many other areas of work & life in general. I call these Habits because when they are forced they really appear that way. (These shouldn't surprise you, you've heard it before I'm sure)

1. Eye contact: This is the most crucial habit anyone can develop when dealing with a customer in a financial institution. It tells them that you are interested in them and not their business. It also protects the institution from potential robbery because a would-be thief knows that you could recognize him later. Eye contact is a great way to sense if a person is in a hurry, or can chat... leading to a sale.

2. Name recognition: Certain words get people's attention more than others, and the best non-vulgar one is their name. Granted some customers will prefer to be called 'sir' or Mrs. Jablonski instead of by their first names. I always pretend like I forgot their name rather than flat out ask them their name, and come back with something along the lines of "I knew it had a J somewhere." It helps to visualize a person interacting with an object with the same first letter as their name too, so if the person's name is Jeremy, you might picture him jogging, and then "Jogging Jeremy" is stuck in your mind.

3. Small talk: Asking about plans for the week has given me so many opportunities for referrals it's ridiculous. The key to good small talk seems to be centering it on the customer, and make it valuable to them. Some older customers do take advantage of this habit in me and I was given a reprimand for spending too much time with a customer, but he moved several thousand dollars worth of assets to the bank, so it was justifiable in my opinion.

4. Confidence: Linked with competence, it helps to always have an answer for a question even if the answer is that someone else can help them. This habit is a good one to cultivate as it shows that you are a reliable source for information. The customer will not hesitate in asking you a finance question next time if you can help him avoid fees this time.

5. Have fun: People can tell when you don't like your job. This puts doubts in their minds about how well you will handle their business. If you are having fun though, the appearance is that you are friendly, intelligent, and an all-around great person.

Feel free to include any other habits you try to cultivate in your own lives.

brian · #2 (**permalink**) 06-16-2007, 11:19 AM

It's a very good set of points - in marketing there's a mantra that whatever you're selling, you do so by selling benefits to the customer. The customer has a need, so you prequalify that need by explaining in your sales copy that this need exists, and how you or your company can satisfy that need in terms of quality of service, provision of resources, and pricing level.

I think it sounds like there's a lot of overlap in sales in general - make the customer and their needs central to the process.

tater03 · #3 (**permalink**) 06-17-2007, 09:15 PM

Very good tips, thanks. I would have to say that I have found that if you are unsure of something the best thing to do is tell the customer you are unsure and that you will get back to them on that or refer them to someone else who can answer their question. The worst thing you can do is pretend to know the answer.

Mark A · #4 (**permalink**) 06-18-2007, 11:46 PM

Definitely, the customer would rather hear, "I don't know but I can find out" instead of "This is what it is," Then later be called up saying "We were wrong, now you get a charge"

Fay · #5 (**permalink**) 08-19-2009, 07:24 PM

I find that remembering people's names makes a huge difference whatever the situation, not just a sales pitch. People like to feel validated, and remembering a name, especially a difficult one, really makes them feel connected to you. What works for me is to repeat their name at least 3 or 4 times after it's been told to you, so like if you've just been introduced to John, greet him and say hi John how are you doing? John did you hear about .... ? and then a third and a fourth time if possible without it sounding strange. It really works and it gives you the advantage over all the other idiots who walk around saying "I'm so bad with names" ...

sapphirecapital · #6 (**permalink**) 08-20-2009, 12:40 AM

what about competence?

Fay · #7 (**permalink**) 08-20-2009, 04:10 PM

Competence is often an illusion I've found, good strong marketing is 9/10ths of the law ...

sapphirecapital · #8 (**permalink**) 08-21-2009, 12:00 AM

so if the marketing is okay the knowledge can be ....., never mind?????? I mean without competence you do not know what you are doing, this all sounds like a chicken runing without a head but nice feathers

Fay · #9 (**permalink**) 08-21-2009, 08:26 PM

Well obviously you have to have some sort of sense about you, but have a look around, we all know some pretty stupid people that are successful, don't you? I can think of two straight away - Britney Spears and Paris Hilton. All flash, no substance. Clever, straight down the line, sharp marketing makes a huge difference.

Bankhelper101 · #10 (**permalink**) 09-12-2009, 06:36 PM

Sadley in my eyes as a seasoned account supervisor for a national bank that honestly alot of people hate...the persons individual actions do not always make up for the pain and frustration these banks are causing with those fees and loopholes. Of course these are all good points, but even for me, I can be as nice as possible and try everything to help out those I work with. But in the long run if the bank blocks the banker...it means nothing in the long run becasue the consumer is still at a loss

sapphirecapital · #11 (**permalink**) 09-12-2009, 09:37 PM

just had a run in with the customer service of US Bank, who beside trying to salvage a relation damaged by plain wrong handling and advise of their branch, could not really brighten up the outlook on customer service beside it lacked style, politeness and yes knowledge; I was so impressed I closed the account immediately.

DalyCityBankVP · #12 (**permalink**) 02-04-2010, 05:20 PM

Great List. I've implemented something similar that my salespeople must do for every customer. I call them the 5 non-negotiables

1) Make eye contact
2) Smile
3) Stand and greet (most bankers seemed glued to their chairs)
4) Call the customer by name
5) Thank the customer for coming in

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