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Always greet
customers with a smile and a word of welcome.
Always make
an effort to learn customer's names.
Always call
customers by their names, when known.
Always give
each customer complete, undivided attention.
Always thank
customers for their business.
Always treat
customers with courtesy and respect regardless of their appearance,
behavior toward us, account relationship, or any other characteristics.
Always respond
to a waiting customer before conducting other business that can
be deferred.
Always work
to transform a complaining customer into a satisfied one, within
the bounds of following good policy.
Always present
a professional image through manner, clothing and grooming, and
the appearance of office, correspondence, or any other aspect
of Robinson and Stith that makes an impression on the customer.
Always watch
for and use opportunities to suggest Robinson and Stith services
to customers and noncustomers alike.
Always reinforce
Robinson and Stith people, products and services to the customer.
Always advise
customers in ways that serve their best interests.
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Never keep a
customer waiting unless it is absolutely necessary.
Never keep a
customer waiting, for any reason, without apologizing and expressing
appreciation for his or her patience.
Never conduct
a conversation with someone else while serving a customer.
Never discuss
personal or insurance business of any sort in the presence of
customers.
Never respond
to a rude or angry customer in kind.
Never leave
any customer's question unanswered. If you do not know the answer,
tell them you will find out and get back to them.
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