1. How to Provide Quality Customer Service By Tyler Daley

2. How to Answer the Phone Answer before the third ring Be warm and enthusiastic Welcome callers Introduce yourself and your organization Enunciate, keep voice low and speak slowly Do not use slang or fillers o ex. (“um” or “uh huh”)

3. How to Answer the Phone Take accurate messages Always return calls within 1 business day Do not put on hold without asking Only use speaker if necessary

4. Listen to Customers Listen to what a customer says Respond to show that you are listening Attempt to resolve or fix any complaints Put needs of the customer first

5. Show Customers You Care Greet customers when they enter Ask if a customer needs anything Lead a customer to a requested item o Do not just tell them where it is Provide service you would like to receive

6. Interacting With Customers Appear eager to help Address a customer’s problem Suggest solutions to show that you care Stay friendly, but professional Be polite and courteous “Well done is better than well said” –Benjamin Franklin

7. Interacting With Customers Keep any promises made Do not interrupt a customer Make and hold eye contact End interactions appropriately “If you aren’t taking care of your customers, your competition will.” –Albert Schindler

8. Sources Schindler, Albert E. "5 Secrets Of Good Customer Service." About.com Small Business: Canada. About.com, n.d. Web. 24 Apr. 2013. Ward, Susan. "How to Answer the Phone Properly." About.com Small Business: Canada. About.com, n.d. Web. 24 Apr. 2013. Ward, Susan. "Tips for Better Customer Service: How to Help a Customer." About.com Small Business: Canada. About.com, n.d. Web. 24 Apr. 2013.