1.Tis Season

Recognize that everyone is frazzled during holidays- you and your customers. Give everyone, including you, benefit of doubt when it comes to ‘bad behaviors’ like being abrupt or rude. Breathe deep and smile. It can work wonders.

2.Let ‘em Rant, Let ‘em Rant, Let ‘em Rant

Listen briefly to what your customer has to say, even if he is simply venting about things outside of your control. Your client will appreciate caring and you just might learn about another customer problem you can solve. Comments like ones below can help customer feel acknowledged and smooth way to resolution.

That must be difficult for you. I can see how upset you are. This must be very important Let’s see what we both can do to fix this

3. Making a List and Checkin’ it Twice

Ask yourself:

•Are your required actions described thoroughly and accurately, or are details left open to interpretation?

•Is your content consistent and complete, or are your writers leaving gaps no one has noticed?

•Are revisions controlled, or are different people using different versions?

•Are your procedures compliant with regulations? Are you sure?

•Are all documents written to produce clear, measurable results? If you're unsure about any of answers to these questions, there is good news: you can make your procedures clear and complete without combing through all of them yourself line by line. You have invested in your procedures; now ensure you are communicating clear expectations, and your professionalism, with best tools possible.