Each month, Paladin Security publishes the Paladin Pipelines, our internal source of Paladin Family news and corporate inspiration. In the latest edition, Paladin's Corporate HR Manager, National Quality Standards & Support, Jason Creek shared an article on exceptional customer service. See below, Paladin's Tips for Exceptional Customer Service.
“Going above and beyond” is an age old expression. At Paladin, this statement is ingrained in our culture. It describes our practices and our people – those who provide better customer service, do more than is expected, and try that much harder to make sure everyone we interact with is fully satisfied with our service.
In the security industry, what does going above and beyond really mean? Simple: give the customer or client more than they thought they were going to get. Are they lost and in need of directions? Draw them a map while you’re explaining the directions. There are endless examples of our #Extraordinary people coast to coast “going above and beyond” in their duties, which Paladin recognizes and showcases online and through internal programs.
Delivering exceptional customer service starts with four key points:
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Greet
Greet everyone you meet with a smile and make eye contact. Everyone. If you’re behind a desk, stand up and ask “how may I help?” as opposed to waiting for them to tell you. This is not only professional, but it creates a positive impression on the customer or client. Be friendly and approachable – adjusting your tone according to their needs. Let the customer know that you are ready and happy to help them.
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Listen
Listen carefully to what they’re saying. Remember communication consists of far more than just the words someone says; look at their body language, tone, as well as what they’re saying. “Active listening” – which consists of listening and responding to ensure understanding – is a critical skill for all Paladin Security professionals to master.
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Act
Here’s where you really have the chance to give the customer more than what they thought they’d get. Don’t just point them in the right direction, take them there. Go above and beyond with an attitude of joy. The attitude you have when you help someone reveals a lot about your intentions. Paladin members always want to help others. It’s simply who we are.
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Say Thank You
It may seem odd to thank someone you’re helping, but it makes all the difference sometimes and can really be the icing on the entire experience.
The theory of “going above and beyond” is simple: giving someone more than they thought they were going to get. The tricky part is in the delivery. Doing so with a smile and a positive attitude lets the customer know you’re happy to help.