| 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
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| 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
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| 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. -
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| 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. -
| |
| |
|
