Turnoffs: lack of interest; no welcome; not using name; poor first impressions in writing - badly presented letters/emails
2. Willingness to help
Enthusiasm and responsiveness - "I'd like to help"
Turnoffs: attitude that the customer is in the way; sighs; lack of eye-contact; 'robot' approach; continuing personal phone calls, chats
3. Superb listening
Actively listen for needs, summarise
Turnoffs: talking over the top; "You should have..."; "You should be..."
4. Questioning
Open questions - why, how, "What do you think?"
Turnoffs: making assumptions - "So you want..."; multiple barrelled questions; failing to invite suggestions, opinions
5. Product knowledge
Know products, services and policies
Turnoffs: no information - person doesn't know the products or services; too much jargon - person goes on and on (need succinct information, appropriate advice)
6. Efficiency
Accuracy and timeliness
Turnoffs: getting details wrong; lack of checking; expecting customer to wait (need to offer to call back, be good at managing priorities)
7. Keeping promises
Be specific, commit personally
Turnoffs: vague commitments - "I'll get back to you later"; no specifics; no follow through
8. Providing extra
Go beyond the basics - exceed expectations
Not necessarily 'freebies ' - any unanticipated action that is a pleasant surprise
Turnoff: service is below what is expected
9. Solving problems
Take responsibility, find answers, following up
Turnoffs: failing to apologise - need "I'm sorry this has happened/sorry you're upset"; defensiveness - "It wasn't my fault"
10. Open to improvement
Welcome feedback, learn from mistakes
Turnoff: being defensive when faced with a complaint or suggestion
