World
Class Customer Service
Copyright
© Charlie Page
Every day
we hear reports about a
"soft" economy. One
expert predicts a long
recession, then 15 minutes
later another expert predicts
a quick recovery. All of
which leaves customers
confused. How can we ensure
that we will attract and
maintain customers during
good times and lean times
too? By giving them WORLD
CLASS customer service. Let's
look together at three
"rules" of world
class customer service and
see how we are doing.
======= The Customer
Is Still King (Or Queen)
The first thing we must
realize is that customers
need to feel important. Many
of them feel that *their*
business is what keeps us in
business, without regard to
the size of their purchases.
Some customers don't mind
reminding us of that fact
every time they see us!
They're right to a large
degree. Most businesses today
could lose their largest
client and survive. Not many
businesses could lose the
smaller, regular customer
that is the lifeblood of
their cash flow.
Rule 1 -- Never Forget the
Customer is King
======= Stop Small
Problems At The Source
No matter how hard we try, we
won't please all of the
people all of the time. This
is where our problem solving
and communication skills come
into play. The rule here is
to nip problems in the bud
before them bloom into
disasters.
We all know the stories of a
simple miscommunication that,
when passed down the line,
becomes something much more
than simple. The sooner we
intervene in problems, the
better. Wal Mart does
especially well at this,
instructing associates to
literally walk a customer to
exactly what they are looking
for, thus preventing
confusion and any hint of
less than excellent customer
care.
The more we are willing to
invest the small amount of
time necessary to stop small
problems from growing, the
more time and lost business
we will save in the long run.
Rule 2 -- Prevent Small
Problems From Becoming
Disasters
======= How Well Are
You Doing?
Finally, there is customer
feedback. Rarely will you see
a customer more delighted
that when you spontaneously
ask them how YOU are doing.
Many of us are afraid to ask,
thinking that the customer
may unload on us and waste
our time. Yet nothing is
farther from the truth. While
they may unload, this is *no*
waste of time.
Customers almost always feel
that their opinion (good or
bad) is not being heard. Let
customers know that not only
is their voice being heard
but that policy is being
shaped around that opinion.
We always hear from the
minority that believe they
must complain to get what
they want. Here's a chance to
let our customers know we
value them and hear from that
"silent majority"
of happy customers as well.
Rule 3 -- Ask Customers How
YOU Are Doing
There you have it. Three
quick "rules"
which, if we follow them,
will ensure that we are in
touch with our customers, can
prevent small problems from
growing and help us learn
what our customers *really*
think of us.
When we adopt an
"attitude of
gratitude" and actually
THANK customers for no more
than simply being our
customers, relationships
bloom and good things begin
to happen.
Your clients may never meet
you in person. Yet, the more
personal the attention you
give them and the more
informed you are about their
needs, the more loyal they
become.
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