Top 10 Ways

to deliver EXCEPTIONAL
C USTOMER SERVI E C

SMILE
Smile, they can hear it in your voice!

ANSWERING THE ALL C

ALWAYS greet your customer by identifying your

department and your name. Ex: Good (morning, afternoon,

evening) MRI Scheduling this is (your name) how may I help

you? The greeting starts the call off in the right direction.

ALWAYS end by asking them if there is anything else they

need and thank them for choosing Shields.

LISTEN TO YOUR USTOMERS C

Listening is one of the greatest services you can provide.

It is the key to understanding what you need to do for a

successful outcome.

PATIEN E & POSITIVE TONE

C
Be sure to always stay patient and use a positive tone when

speaking with your customers especially when they become

stumped or frustrated. Take the time to truly figure

out what they want, they'd rather receive competent service

than be rushed off the phone.

C HOOSE YOUR ATTITUDE

How you think about your customers is how you will treat

them. A shining attitude is contagious and shows in the

quality of your work.

BE EMPATHETI C

If a customer is dissatisfied, it's critical to emphasize with

him/her and offer an apology for the issue while remaining

confident that the problem will be solved. Customers

appreciate a human touch, and showing them you understand

and care are essential to keeping their loyalty.

TEAMWORK
None of us work alone - commit to teamwork! Look for

ways to make others look good.

OWN IT
If a problem comes your way handle it personally and

immediately and if you can't find someone on your team

who can. Always strive for a high quality output as it

shows you have a high level of standards.

THE FIVE A S '

Acknowledge the problem. Apologize even if you think

you are right. Accept responsibility. Adjust the situation

by letting them know you will work on the issue. Assure

the customer that you will follow through.

BE ORGANIZED
During customer service exchanges, be organized at all

times in order to deliver timely service. This means being

able to navigate efficiently in Sectra as well as switching

channels when necessary.

Shields University