BBRS CUSTOMER SERVICE PRINCIPLES GOOD CUSTOMER SERVICE IS ONE OF OUR KEY GOALS AT BBRS. HERE ARE THE PRINCIPLES THAT GUIDE US EVERY DAY. TREAT CUSTOMERS AS YOU WOULD LIKE TO BE TREATED. We’ve all had a bad experience with customer service. Remember how it left you feeling? Don’t be that person. ALWAYS BE CHEERFUL AND COURTEOUS. Smile when you answer the phone or greet your contact at the office – even when you don’t feel like it. It makes a difference to both you and the client. MANAGE CUSTOMER EXPECTATIONS – DON’T OVERPROMISE AND UNDER DELIVER. We’re good, but we can’t rope the moon! If a customer request is over the top, don’t flat-out say “No!” Let them know what they are asking would be difficult to accomplish, and offer another solution that is more realistic. Put some thought into it; ask for time to come up with a more realistic solution if you need to. TRY TO SOLVE ISSUES THE FIRST TIME AROUND. Mistakes cost money, and our clients are concerned about their bottom lines. Think the issue through, and ask for help if you need it. FOLLOW UP WITH CUSTOMERS ON A REGULAR BASIS. Check in to see if the job was done right. Is there something else we could help with? This follow-up shows you care about the work and your client. BE HONEST – IF YOU DON’T KNOW AN ANSWER, ADMIT IT! It doesn’t make you look stupid to stay you don’t know everything; it makes you human. However, it is important to try to find the answer the client needs. Someone knows; find that person. Then take that message back to your client. Always follow up when you say you will. IF YOU ARE INTERACTING WITH A CUSTOMER, YOU OWN THEIR PERCEPTION OF THE COMPANY – MAKE IT A GREAT ONE. It’s up to each of us to make an impression about the entire company. Consider: when a restaurant waiter is snooty, you aren’t just mad at the waiter. You’re mad at the restaurant too. Be considerate. GET TO KNOW YOUR CUSTOMERS’ BUSINESS – THEY WILL APPRECIATE IT. You can do more for clients if you know as much as you can about what they do. It’s OK to ask questions about what they do and why. You’ll be more of an asset to them and a partner in their success. ADVOCATE FOR YOUR CUSTOMERS. BBRS signs your paycheck, but you work for your clients. When you know what they do, you’ll have a better idea what they need and how to work toward that goal. STRIVE TO HELP CUSTOMERS AS QUICKLY AND EFFICIENTLY AS POSSIBLE WITHOUT SACRIFICING QUALITY. You want to be fast, but it’s more important to do the job well. Ask for help if you need it. MAKE YOUR PROMISES TIME BOUND – GIVE CUSTOMERS AN ETA AND THEN KEEP THEM IN THE LOOP IF IT CHANGES. You tried your best, but you just couldn’t meet that deadline, even after pulling in help from a coworker. Talk to your client, explain the situation, and give them a new deadline. Tell them what happened, but don’t offer excuses. DON’T BE SHY! SHARE YOUR IDEAS FOR EFFICIENT, QUALITY CUSTOMER SERVICE! Great ideas are meant to be shared. Don’t be discouraged if your idea isn’t implemented right away, however. Maybe it’s not the right time or not right for your department. Please keep them coming! WE ARE ALL CUSTOMER SERVICE REPRESENTATIVES.