Axia Strives for Excellence in Customer Service: Business Etiquette ...

Sometimes in business there are great experiences and there are not-so great experiences on occasion. We want every transaction to be a quality, positive experience for our clients at Axia and like to make sure our team strives for excellence in customer service at every avenue.

According to a recent article by the Fox Small Business Center, there are important things business owners can do to appease unhappy patrons and ultimately promote their business:

1) Listen your client: They will likely have some great feedback or advice to share that the company can learn from and grow for a future experience.

2) Build rapport through empathy: Imagine how frustrated they are and put yourself in their shoes. One thing that always works best is (mentally) taking off your shoes and stepping into your clients? situation and point of view to better understand their problem or dilemma better.

3) Don?t allow yourself to be overworked: Sometimes being tired and overworked can open a different person so it?s important to take a deep breath when this is the case. Speak in a calm manner and never match their tone and attitude if/when it may escalate or become louder or more direct. There are times that decisions can be difficult and stir emotions so remaining professional and courteous at all steps is a must.

4) Think positive regardless of the outcome: Some customers can never be satisfied in how you deal with the situation. It can sometimes easier to give them what they want if this works best for both parties and is in everyone?s best interest.

5) Assume all your customers are watching: Pretend you are not talking only to the customer but to an audience that is watching the interaction. This shift in perspective can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding. Since an unruly customer can be a negative referral, assuming they?ll repeat the conversation to other potential customers can help ensure you?ve done your best to address their concerns in a calming way.

6) Keep an open mind: Don?t create or hold on to grudges or one experience. Many times the outcome will see a future day and complete with a positive experience. Keeping a positive, open mind goes a long way in business.

7) Know when to give in: Everyone has bad days and a trigger could have set the outburst or shift in experience unexpectedly that was unintended. One thing that can always help is an apology even when you?re uncertain one is needed, but is a very professional gesture.

8) Follow through. Follow through. Follow through.: Remember to finish what you state to your customers and document their situation for future interaction. This always helps and provides a more thorough experience and documentation for all parties involved for current and future purposes.

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Axia Home Loans is a full-service mortgage banker. Founded in 2007 and locally owned, the company provides access to a wide array of products and customized lending solutions, offers superior customer service and adheres to the highest ethical standards. With subsidiary divisions including Stay In Home, The Advisors, TILA Mortgage and Axia Home Loans with branches in Idaho, Arizona, Hawaii, California, Montana, Utah and Washington State, Axia employs more than one-hundred loan originators. Locally Axia operates twelve branch offices with locations in Bellevue, Renton, Woodinville, Bothell, Longview, Lynnwood, Alderwood, Olympia, Yakima and Spokane. Axia Home Loans is a registered trade name of Axia Financial, LLC.

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Source: http://www.axiahomeloans.com/blog/2012/08/07/axia-strives-for-excellence-in-customer-service-business-etiquette-in-a-learning-customer-service-experience/

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