The ABC of Customer Service
If you want your staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Customer Service..
A is for Attention to Detail. Because when customers know you
care passionately about the little things, they’ll know you care
a great deal more about the big things.
B is for Benefits which is all your customer wants you to tell
them.
C is for Complaints, your free marketing service.
D is for Dedicated staff, because when the team is fully
engaged, customer loyalty goes up by two-thirds.
E is for Empowerment which means trusting and training your
staff to do whatever it takes to thrill the customer.
F is for Feelings. As the Scottish Life advert says: “Make each
customer feel like you’ve held the door open whilst laying your
jacket across a puddle and then rescued their kitten from a
tree.”
G is for Going Out Of Your Way, just like the engineer who took
a 50-mile detour on his way home from work just to deliver a
phone to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated,
that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the
best”.
J is for the customer Journey, which you must know every inch
of.
K is for Kaizen, another Japanese word which means “continuous
improvement”.
L is for Loyalty, which you buy by engaging their minds and
piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every
day to turn their heads.
N is for Now For Something Extra, that ends every customer
interaction on a high.
O is for Observing your customers’ needs before they know them
themselves.
P is for the Pride that staff feel when they know they’re in a
valued profession.
Q is for Quality: of product, of service, of manners, of
courteousness.
R is for the golden Rule: the customer is always right, even
when they’re wrong.
S is for Sincere Smiles, that aren’t false but melt the coldest
hearts.
T is for Tact, the one thing your customers will notice but you
must pretend not to.
U is for Under promise and Over deliver, the simplest way to
make someone’s day.
V is for adding Value because there’s nothing so precious as
your time, your care and your attention.
W is for the Wow Factor, when you stop them in their tracks.
X is for eXtraordinary service that is out of this world.
Y is for Your Mum Was Right, because it’s all about respect.
Z is for a good night’s Zzzzz’s after a great day’s work.
Practise these attitudes and skills, and you’ll love your job
and your customers will love you.
© Eric Garner, ManageTrainLearn.com
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