10 Rules You Must Follow

1. SERVICE IS EVERYONE'S JOB

• We are all in Service.
• That's right, all of us.
• All the time.
• Be Proud Of What You Do
• 'It's not my job' is not acceptable.
• If you see a problem, take steps to correct or prevent it.

2. THE GOLDEN RULE OF SERVICE

• Treat your customers the way you would want to be treated.
• The customer is a person, not data.

3. EXCELLENCE, ALWAYS

• Excellence, always.
• No Excuses.
• From this nano second onwards, only do excellent work.
• Think continuous improvement.
• Quality means exceeding expectations.
• Everyday be a service champion.

4. DO IT NOW, PLEASE

• Do it on time, or sooner.
• Pick Up The Phone.
• Answer your own phone in three rings and give your name.
• Return messages within 12 hours.
• Customer calls / requests are not an interruption.
• Servicing the customer is the purpose of our work.

5. LISTEN LISTEN LISTEN

• LISTEN to your customers' needs and requirements.
• Look for opportunities to improve.
• Be Amazing Every Day.
• Measure customer satisfaction.
• Improve your emotional signature.
• Seek opportunities.
• Design unique features into our products and services.
• The inches you need are all around us.

6. BUILD A BUSINESS BASED ON TRUST

• Build a relationship first.
• Become a trusted advisor.
• Look at things from the customer's point of view.
• Go the extra mile (actually the extra10 miles)
• Exceed expectations, always.
• The customer is not an outsider.
• They are part of our business.

7. ALWAYS KEEP YOUR PROMISES

• Don't promise something you can't deliver.
• Follow through on your commitments.
• Go further.
• Dream Big, Start Small.
• Act Now.
• Praise, Award and Reward.

8. BE AUTHENTIC

• Don't be afraid to apologise.
• We all make mistakes.
• Own up to your shortcomings.
• Never say the word NO.
• How else can i help?
• Suggest a mutually beneficial alternative.

9. REMAIN IN CONTROL

• Don't let an upset customer upset you.
• Imagine the customer is telling the truth (they don't have to be right).
• Listen and empathise with your customer's problem.
• The customer is not someone with whom to argue or match wits.

10. THE CUSTOMER IS OUR BOSS

• Don't expect customers to change to accommodate your needs.
• Take the initiative to help solve their problem and improve their business.
• The customer is the most important person to our Company.
• The customer is not dependent on us
• We are dependent on them.
• The customer pays our wages.
• Thank them, every day.

Remember to be Amazing Every Day. Everyone who works with you is yourcustomer, both internal and external.