Ten Customer Service Tips…for Project Managers!

By Drew Stevens, Ph.D.

The following list of 10 Customer Service Killers includes powerful principles that can be used by Project Managers both from within and outside of the organization. Let’s face it, if you are performing a service for someone, even if it is another person up the hall, they should be considered as one of your customers. Here are some things to keep in mind that will increase your customer service exponentially!

  1. Using email to respond to clients. Failure to directly engage with a client is lazy.
  2. Procrastination. Stop putting off the call to a client, nothing is more important.
  3. Professionalism must always be present. You are required to dress professionally and ready to serve. Dress codes must be upheld, you are a direct representative of the company that employs you.
  4. Using electronics to veil your personal side. Write thank you notes; send formal quotes and reply to customer issues in written form. Customers are the reason you are in business.
  5. Customers are not an interruption to work they are the purpose for it. Failure to embed this into a company culture is one of many reasons to cease operations.
  6. Even the most onerous customer is to be treated with respect.
  7. Divorce clients that take too much time and money from the bottom line.
  8. “The reason for business is to create a customer.” – Peter Drucker. Make it so. All activities must be directed to client acquisition and retention.
  9. Greetings are discourteous. Frontline employees are the first thing customers seek. Cashiers, receptionists, etc must be empathetic to the customer.
  10. Subordinate transfer. A customer past to subordinates is not delegation it is narcissism.  When executives and managers spend more time behind desks then with clients they are removed from the vibrancy and raison d’etre. 

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