#ServiceFirst 10 Commandments

#SERVICE IRST 10 COMMANDMENTS OVER 6500 UK BUSINESSES ENTRUST US TO LOOK AFTER THEIR CALLS. We are their frontline and collectively answer 8.2 million calls a year on their behalf, so we know a thing or two about providing impeccable service. Our aim is to deliver a memorable first impression for all the right reasons every single time. 2014's #ServiceFirst campaign highlights our top 10 must-dos when moneypenny* Pandepe it comes to service for any business - large or small. N° PUT YOURSELF IN YOUR CUSTOMERS SHOES. This is the basis of every good customer service strategy. It enables you not only to match a customer's expectations, but exceed them. #SENICEFIST LISTEN. LISTEN LISTEN No NEVER GUESS, NEVER ASSIME So many businesses base the majority of their decisions on assumptions. Unsurprisingly most turn out to be inaccurate. Ask your customers what they think. It will be the most honest, constructive feedback you've ever had. #SERICEFIST No KEEP THE JARGON IN THE OFFICE, COMMUNICATE IN 3 3 YOUR CUSTOMERS LANGUAGE #SERICEFIST Every business has its own internal jargon. Don't let this slip into your general communication: speak your customer's language. A HAPPY WORKPLACE N° - HAPPY WORKERS- HAPPY CUSTOMERS %3D %3D From the developer to the receptionist, your people are everything. Keeping them happy and motivated will mean you deliver great service. Simple as that. #ERICEFIST LOOK AFTER THE LITTLE N° THINGS -THEY MAKE 5 THE BIGGEST DIFFERENCE, 5 Often the smaller things in life frustrate us the most Despite this, the smaller details are normally the first to be neglected. The small stuff is equally, if not more, important. #SERICEFIST DONT GET DISHEARTENED- Nº ACCEPT THAT YOU WONT PLEASE EVERYONE 6 We have to accept that very occasionally, despite our best efforts, we still can't please some people. That's fine. Don't let it distract from your overall goal and don't get disheartened. #SENICEFIST N° AS YOUR BUSINESS GROWS, KEEP SERVICE AT ITS HEAR. 7 This is a challenge for every growing business. You live, sleep and breathe the business, what you do and the service you deliver. Do your staff? Instilling the same passion is hard, but leading by example is the first step. Set the expectations and ensure they are met. #SENICEFIST BE FROUD OF YOUR STRENGTHS, N° ACKNOWLEDGE YOUR WEAKNESSE. 8 Utilise your best qualities but remember to seek help to constantly improve. Knowing your capabilities will help you to improve in the long run. #SEICEFIST No PUI A HOP SKIP AND A JUMP INTO YOUR SERVICE 9 9 AND GO THE EXTRA MILE #SENICEFIST Make each customer feel valued by always giving more. Roll out the red carpet and make them feel like VIPS. EVOLVE AND ADAPT Nº COMPLACENCY WONT DO! 10 WHAT WORKED A YEAR AGO MIGHT NOT NOW Keep moving the goal posts to ensure you always reach your potential - who knows what you'll learn next? Constant learning and improving will keep you and your clients happy. AERICEFIST We look after telephone calls. That's all we do. We do it better than anyone else. moneypenny Bandope One person you know and trust, someone who knows you, your business and your callers, exactly as if based in your office. The virtual phone system for small businesses. Moneypenny.co.uk Penelope.co.uk In excess of Sunday Times 100 Best Companies To Work For Founded in 8.2 million 2000 2009, 2011 & 2013 calls a year (around 30,000 a day) Looking after telephone calls for arou nd 6,500 businesses from sole traders to multi- national corporations TALK TO US 0333 202 1005