Dale Carnegie Quick Tips for Outstanding Customer Service
Product and price matter, but customers stay loyal because of how they are treated in every interaction.
Build relationship-based service
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Use Dale Carnegie’s “Become a friendlier person” principles: don’t criticize, give sincere appreciation, smile, listen, talk in terms of their interests, and make them feel important—sincerely.
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Treat every contact—phone or face-to-face—as a chance to strengthen the relationship, not just solve a transaction.
Use a clear complaint resolution process
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Follow 8 steps: Greet, Listen, Question, Empathize, Address the issue, Test questions, Offer additional help, Follow through.
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Separate emotions from facts with good questions (elementary, elaborative, evaluative), then solve both the emotional and practical sides of the complaint.
Handle irate customers with calm, respect, and ownership
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Stay calm, see it from their point of view, thank them for raising the concern, and avoid hiding behind “policy.”
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Take ownership, look for points of agreement, and aim to be the “hero” who makes resolution feel easy.
Practice great telephone courtesy and referrals
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On the phone: push your personality through—be conversational, use names, listen, ask open questions, smile, and always thank the caller.
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For referrals: remind customers of specific benefits they received, describe who else you help, identify a benefit for them in referring, suggest people they might know, and ask for an introduction (email, call, or in person).
