Are you being served in style? As Australia gears up to host the Olympic Games, companies are demanding a gold-medal attitude to keep customers happy.
A boom in service jobs in call centres and in the retail, hospitality and tourism industries has put the spotlight on good manners.
Though ticked-off customers may not make an official complaint, be assured they will bad-mouth offensive or incompetent staff to family and friends, and are less likely to return for a second dose.
Training expert Sam Day says excellent customer service is not only great for the bottom line, but helps keep staff satisfied and motivated.
"They not only enjoy their jobs more but achieve greater confidence." he says.
Day, head of training company Happening People, says Australia stacks up well with standards overseas.
"We are way up there. We have a lovely, honest and relaxed version of customer service that people like.
"The face or voice of any service consultant is the face or voice of the company, so it is critical they make the right impression."
Some service workers focus too much on business guidelines instead of customers. If they don't detect customer needs they fail to build a relationship.
Below he offers some advice to achieve a winning edge.

Acknowledge Customer

ALWAYS acknowledge what the customer says or why they have said it. Doing this first thing helps build a trusting relationship, and the customer will be far more accepting of your questioning.
Only then is it appropriate to ask how many, phone number or order number.

Do you need to Prove the Customer Wrong?

How will the customer respond if you insist they are wrong? What is the point of arguing if the customer believes they are right?

Be Yourself

AUSTRALIANS do not like service consultants who behave as robots or sound as though they are reading a script.
Let the customer see a little of your own personality.

Here to Help

MATCH a product or service to a customer's needs rather than force the customer to meet your product or service. This way, customers will trust you and are more likely to follow your lead.

Positive Language

"YES, certainly" is a more positive and professional expression than "no worries". Always tell the customer what you can do rather than what you can't do.

Take Responsibility

HAVE you ever been into a shop and asked for help only to get the reply "I don't know, I'm new here" or "That's not my fault". Rather, "I don't know but I'll find out for you" will gain you far more respect.

Flexibility

FOCUS on a way to get things done for the customer rather than company processes and systems. Identify areas that need to be less rigid and suggest an alternative approach to management.

Offer Information

EVER had a shop assistant just stare at you, or a phone operator wait impatiently while you try to explain what you want? Customers may not know how to word their requests, so make the first move and help them out. They'll be more likely to come back.

Internal Service

SPEAK to colleagues in your own organisation in a professional way to encourage communication and high morale.