The Six Pillars of Customer Service
The behaviours that create Outstanding Customer Service fall into six categories. We refer to them as the Six Pillars of Customer Service. These give us the starting point for the development of our award-winning customer service training programs
Caring. Solution driven. Having empathy. Being positive. Being friendly and cheerful. Having energy. Being on-stage. Attitude is the cornerstone of Outstanding customer service, and contrary to popular belief, you can influence it.
100% Customer-focused. Asking questions. Listening. Personalizing the relationship. All of our actions need to convey to a customer that they are important to us. The research tells us that over 80% of service failures come from the perception that you just don't care.
Taking ownership. Solving problems. Being creative. Following through. Following up. When customers see you being proactive, or taking immediatee action to ensure their satisfaction, they consider this a positive experience. The research shows that over 90% of customers consider "taking ownership" as the primary factor in "WOW" customer experience.
Using positive words & phrases. Avoiding negative language. Communicating accurately. Communicating appropriately. Managing expectations. Our language skills play a key role in delivering Outstanding Customer Service.
Face. Smile. Eyes. Posture. Movement. Attire. Even when our mouths aren't speaking, our body is.
Tone of Voice
Persuasion. Influence. Empathy. Energy. These are conveyed through the fifve controllable attributes of voice: Speed, Pitch, Loudness, Intonation and Timbre. It's not what you say, but how you say it.
Learn More About
Our Related Programs
Belding's Outstanding Customer Service Workshops
Our Outstanding Customer Service program progresses through three levels: from Foundational, to Advanced, to Master. Each module is customized for your team and the nature of your customer interactions.
Countless studies demonstrate the payoff of a highly engaged workforce. This dynamic leadership workshop transfers core skills for engaging and motivating employees turning negative situations into positive outcomes. Find out more here.
This high-level workshop introduces the proven principles of creating a culture that creates consistently high customer experiences. The results? Greater customer satisfaction and greater employee retention. Find out more here.
Customer Service Statistics
to Guide You in 2016
New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer experience and customer service skills.
11 Rules For An Outstanding Customer Service Training Program
What does it take to create a program that engages your employees, delights your customers and creates real change in the workplace?