101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 10. On the Line: Credibility

Customers expect reliability and trustworthiness from their service providers. To be credible in the eyes of customers, employees must provide accurate information, be accountable for their actions, and value the customer as an individual. Customers will remain true to the company when its service representatives perform consistently, practice discretion, and commit to a respectful relationship with them.

Directions: How credible do you feel you are in the eyes of your customers? Think about your daily actions and then circle either YES or NO for each of the following statements to help you identify your individual strengths and weaknesses.

I treat all customers with respect and care.	YES	NO
I am fully knowledgeable about my company’s products and services.	YES	NO
If I can’t answer questions immediately, I know where to find the answers.	YES	NO
I never make light of a customer’s concern or complaint.	YES	NO
I always give a positive and empathetic response to customer complaints.	YES	NO
I use polite and courteous language around customers.	YES	NO
I never divulge details of my customer’s transactions to others.	YES	NO
I admit my mistakes and offer to make things right.	YES	NO
I consistently follow through when I promise to call a customer back.	YES	NO
I provide extra information about products and services without being asked.	YES	NO
When I can’t give the customer exactly what he or she wants, I provide alternatives.	YES	NO
I don’t place blame for customer problems on any individual ...