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Loyalty Is Built Through C.A.R.I.N.G. Service

Voicemail, automated phone systems, email -Ask your customers for advice on how you
and other technology have replaced the or your company could better serve them.
personal touch when it comes to customer Encourage their feedback and ideas, and
service. Customer frustrations are on the yes, even criticism. Then listen.
rise. Their number one complaint is that -Sincerely compliment your customers
no one really seems to care anymore. every chance you get. Compliment them on
Your customer can tell the difference how nicely they're dressed, their
between satisfactory service and caring pleasant phone voice, or their patience
service. Satisfactory service is what during a long wait. Don't mistake
most customers expect. This type of compliments with false flattery. -
service focuses on completing a task -Surprise your customers by delivering
rather than building a relationship with unexpected service, such as free shipping
the customer. or a little something extra to show them
The market often talks of customer they're appreciated.
satisfaction, a deceptive phrase because -Keep your customers informed about the
it sounds better than it is. Would you status of their order, any delays or
have wanted a grade of satisfactory in obstacles to meeting their needs and
school? Probably not. Satisfactory changes in policies that may affect them.
implies adequate, good enough and -Customize the way you communicate to
acceptable. Customers who are merely honor the style differences of your
satisfied with your business can be wooed customers.
away by others who offer something N = Notable
better. Word-of-mouth is the most powerful
Customers are discouraged by poor service marketing campaign of all. Give your
and expectations are low. The simple customers quality service that they can
gesture of showing your customers that brag about. Is your service worth
you care about them will be a welcome bragging about?
surprise compared to the apathy they -When you hear repeated complaints about
experience elsewhere. Building customer something, take the initiative to fix the
loyalty boils down to one simple problem! For example, if customers
concept-C.A.R.I.N.G. frequently complain that it is too cold
C = Consistent in the building, contact the person in
Commit to delivering exceptional customer charge of climate control and ask him or
service with every customer interaction. her to adjust the temperature. If more
-Take complete ownership of your actions than one customer complains that the
and your customer's happiness. music is too loud when they are on
-Deliver respect, friendliness and "hold," take the initiative to have the
knowledge, whether you communicate volume turned down.
face-to-face, by telephone or through -Go the extra mile by delivering more
email. than expected. This may mean chatting a
-Maintain a positive attitude--all the little longer with a customer who sounds
time! lonely or just wants to visit. You can
-Sign your work with excellence. A = waive a shipping charge if an order has
Attentive Your customer is not an been delayed.
interruption of your work. He or she is -Notice their needs. If a customer sounds
the reason you're at work. rushed or stressed, acknowledge their
-Focus 100% attention on your customers' busy schedule and do everything you can
needs. Ask yourself, "If this were me, to speed up their service experience.
what would I want?" - Save them time. Look for ways to remove
-Listen carefully-don't rush service. service obstacles that may waste your
Your customer took the time to do customers' time. Make sure there is a
business with you. Honor that decision by working pen on the counter if they need
taking the time to deliver a quality to sign a credit card receipt. If you
experience. need to transfer a customer call, stay on
A = Attentive the line to explain the situation to your
Your customer is not an interruption of co-worker so your customer doesn't need
your work. He or she is the reason you're to repeat his or her request. Offer to
at work. call them after you have resolved their
-Focus 100% attention on your customers' complaints so they don't need to remain
needs. Ask yourself, "If this were me, on the line while you track down the
what would I want?" cause of the problem.
-Listen carefully-don't rush service. -Stand by your promises. Return calls at
Your customer took the time to do precisely the time you said you would
business with you. Honor that decision by call. Don't put a customer in a position
taking the time to deliver a quality of having to call back to remind you that
experience. they are still waiting for information.
R = Reliable Never promise service by a co-worker
Take proactive ownership of your unless you're 100% certain that he or she
customers' requests. Follow through until will be able to deliver on that promise
they are successfully resolved. for the customer.
-Watch your image. Dress professionally. G = Generous
Don't wear clothing that can offend or Be generous with your service by looking
embarrass your customers. Dress in a for ways to go the extra mile for your
manner that enhances your credibility and customers.
positively reflects on the organization. -Look for ways to remove service
-Maintain order in your workspace. obstacles by bending a rule or making an
-Communicate with a warm, friendly tone exception when your customer has a
of voice. Provide clear and accurate special need.
information. Avoid the use of jargon or -Periodically, give away a free item to
slang. Also, be careful not to talk your customers. Enclose a calendar, tips
"down" to your customers or co-workers. guide, kitchen magnet or one of your
-Follow through by keeping your promises, company's products. Be sure to write a
no matter how small, to your customers note to let your customers know that this
and co-workers. is a gift of appreciation just for doing
-Focus on timeliness. Respond quickly to business with you.
your customers' and co-workers' requests. -When your customers make appointments to
Show up for work and meetings on time. meet with you, take them early.
Return phone calls promptly and deliver -Introduce your customers to other
information on time. members of the team, especially staff who
-Promptly reply to email messages. only deal with internal customers.
-Commit to professional development by -Slip your customers a handwritten
attending workshops and seminars, and "thank-you" note when they've been
reading materials that will help you to patient, when they've complained, when
learn and grow in your ability to do your they've referred a new customer or just
job better. to thank them for being a loyal customer.
I = Individualized -Hold monthly contests for your customers
-No two customers are alike. Each where they can win prizes.
customer has individual needs and -Actively seek out and participate in
concerns. community outreach and service events or
-Pay attention to your customer's tone of causes that your customers care about.
voice and actions. -Give each of your best customers a
-Learn how to respond to your customer standing ovation the next time they walk
based on his or her particular style. A through the door.
dominant customer may seem impatient and -Create over-satisfied customers by
will want to control the situation to get frequently asking your customers, "How
his or her desired results. A shy can we do an even better job of serving
customer may need assurance and your needs?"
guarantees. An outgoing customer may -Put value on what's important to your
require more "chat" time. You can build customers, not what's important to you.
rapport quickly by learning to respond People are loyal to a business when they
appropriately with each type of customer. feel they've been treated well and
-Pay attention to your customers' family received good value for their money.
members. Ask about their children. Customer service goes a long way toward
-Congratulate your customers when you pleasing customers on both counts.
learn of their celebrations, such as C.A.R.I.N.G. customer service means going
having a new baby or buying a home. out of your way for customers, doing
Acknowledge their birthdays. everything possible to meet their needs
-Pay attention to their accomplishments and sometimes making decisions that
such as an appointment to a board, benefit customers, even at the expense of
getting promoted or landing that the company.
important client. -




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