S.T.A.R. Tip
– Five Customer Service Pointers
- Immediately acknowledge customers with a greeting, such as “Good morning, how may I
help you?” or by making eye contact.
- Practice exceptional telephone skills. Identify yourself when answering the phone and
personalize the call by using the caller’s name.
- Don’t let customers wait too long for assistance. Always explain delays and
apologize for the inconvenience.
- Use positive language, such as, “I can schedule your appointment with Dr. Smith on
Friday, September 6,” rather than saying “I can’t schedule your appointment
with Dr. Smith until Friday, September 6.”
- Help customers solve problems by offering options, whenever possible. If you do not have
an answer to a customer’s question, offer to get back to him or her with more
information.
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