.
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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