"Etiquette is not about
being 'stuffy.' It's about putting yourself forward in the best possible way, using courtesy and respect for others as your guide, while still allowing your own personality to shine!
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Research shows that 85% of the reason you get a job, keep a job, and advance in a job is your soft skills.
Whether you are interacting with people face to face, on-line, or by telephone, the details of how you present yourself matter.
Would you like to take your professionalism to the next level? Visit my website or contact me to find out how I may help you! |
Archived editions of Etiquette Awareness
are available on my website
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I offer tips, information & share useful articles; find me to find out more!
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I had such an outstanding customer service experience last Sunday afternoon; I knew immediately that it would become this week's newsletter.
I was in need of a specific kind of jacket and having found it on-line at Lands End, I headed to the mall to see if it was in stock in the Lands End department in my local Sears. Sure enough, they had my jacket, and it was on sale -- I mean really, really, really on sale. Only they didn't have my size. Dagnabbit. And then Patty, the sales clerk, asked if I was finding what I needed. When I told her yes, except for the size, she promptly said "Let's see if we can order it on-line -- for the sale price." Really?
Yes, really! Patty looked up my item on-line, called customer service, told them what I wanted, informed them of the sales price, and confirmed that I would receive free shipping to my home and a receipt by email. Through-out the phone conversation, she was just as friendly, courteous and helpful with her colleague as she was to me, the customer -- and I loved the smiles, head nods and thumbs up she gave me through-out her ordering process, assuring me everything was going perfectly.
I was so excited -- so happy -- with her actions, and the way in which she treated me, that I nearly reached out and gave her a hug.
The jacket I ordered is something I am going to be wearing during difficult times. I am volunteering with TIP, a national Trauma Intervention Program, and will be called by fire and police responders to be with people in all sorts of emergent and natural death situations. I think that each time I reach for my jacket, and mentally prepare myself for what may be to come, Patty's friendliness and great customer service will go through my mind as well -- a great way to start. She definitely stands out!
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Remember...
Customer Service is about creating the kind of experience that your customer walks away from with a smile. It's about friendliness, the choice of words, body language, attitude, helpfulness, and courtesy.
"Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price." --- Lauren Freedman, President of the E-Tailing Group
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Jodi Blackwood
Business Etiquette & Customer Service Specialist
Speaker & Seminar Leader
"Etiquette is about polishing your approach,
not changing who you are."
mailto:jodi@jodiblackwood.com
360-798-4912 www.jodiblackwood.com
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