Creating Customer Service Excellence
33020
Business > Customer Service
May 24, 2007
anutt
Creating Customer Service Excellence
In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and retaining customers go. So who is responsible for customer service? Anyone who touches the customer, either directly or indirectly is providing a level of service. This includes the people in such varied roles as: product planners, IT staff, shippers, billing clerks, human resources and service team members. Bottom line: service is everybody's responsibility. The service chain includes all people and functions that link up to final delivery to the customer. To find out who is in this chain begin at the end: who delivers the product to the customer? Then ask who provides a product or service to that person? Continue tracing it back to the originator. You now have your service chain. It is critical that everyone in the service chain know the impact of their actions. Each person in the chain should focus on creating excellence in the following areas: 1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow. 2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tell you something is wrong. But they will tell their colleagues and friends. And that hurts business, one way or the other. 3. Keep a positive service delivery attitude. It's a moment by moment attitude choice: you can present yourself positively, or allow yourself to get caught in the stress of the day. Don't be fooled: your customers hear what kind of day you are having. 4. Ask your customer how you are doing and Listen to the response. It's important to stop and check in with your customer. Ask how you can serve them better or better meet their needs. And then Listen to what they tell you. Respond to what they say. (Did you notice the capital L in the word Listen? That word is so very important, as is the action that goes with it that we decided it deserved a capital.) 5. Treat your customers with respect and integrity. This goes for customers both within your organization and outside it. Imagine what it would be like if all the interactions you ever had were based on mutual respect and integrity... So you get the point: focus your efforts on your customer; make them feel special by listening to them and solving their problems. Be their champion and treat them well. Customers see it, feel it, know it and want to share it. So go ahead, make their day. Show them how you feel about them. It will make both your day and theirs a better one!
With Canadian Management Centre Customer Service Training seminars, you'll discover the strategies and best practices used by highly successful, world-class organizations that deliver superior customer service. http://www.cmctraining.org/
send email to anutt
Write a Review
Add to My Favorite
Refer it to Friend
Report Article
Other links owned by this user
Steel buildings have long been a preferred form of enclosure for many businesses.
Category:
3. Project Management-Tips on Creating a Project Culture that Ensures a Foundation for Project Success
Although sometimes it seems that projects take on a life of their own, the simple fact is that projects don't manage themselves. It takes the energy and commitment of a number of people to take a project from the initial idea through inception.
Category:
Who is cooking in tomorrow's kitchens, and what are their secret ingredients? Organic, local foods raised and packaged with thought to social and environmental responsibility will get the nod from future chefs.
Category:
Funny money is regularly detected at the U.S. Federal Reserve Bank cash offices and in financial institutions all over the globe.
Category:
After you have decided that a vacation rental is the way to go for your annual family vacation, your next step is to be sure that you have all of the necessary items for a fun- filled trip. For the most part these home or cottage vacation rentals come equ
Category:
Whether you dream of helping people, or the excitement of chasing bad guys down a Toronto alleyway, you may be dreaming of a career as police officer.
Category:
9. Less Haste, More Heart for the 21st Century Cook - With The Merger of New Home Appliances and Family
The kitchen has long been the heart of the home and, at the same time, a site of technological innovation.
Category:
What, exactly, is body mass index? Like its forerunner, the height and weight table, body mass index uses height and weight to measure for obesity. What makes BMI different, though, is that it is standardized and very simple to use and understand.
Category:
As a coastal community the lighthouses of Prince Edward Island not only served the practical purpose of lighting the way home before the era of GPS navigation, they now offer a unique opportunity to those who visit.
Category:
If you're looking to rent a vehicle for a weekend or longer, here are a few things you should plan for: Many car rental agencies offer their services online and pass special rates on to customers who choose to rent in this manner.
Category:
Giant Sales! Unique and Innovative Products! New and Improved Systems! There is nothing quite like a hanging banner to get your message out about your business, service or event.
Category:
Individuals choose managed hosting for a variety of reasons and there are many benefits that makes it a very attractive option for many individuals.
Category:
Public storage was more common than it is today. With public storage facilities, such as train stations, bus depots, and even airports, goods were not as privately stored as that in self-controlled self-service units.
Category:
The length of time you can expect it to take for a moving company to finish moving your furniture depends on a lot of factors.
Category:
In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and retaining customers go.
Category:
Exercise is an important component of any weight loss program. In order to lose weight, you have to burn off more calories than you consume.
Category:
Obesity is one of most common health problems in our society. Many people struggle with their weight on a daily basis.
Category:
One of the most prevalent methods of weight loss that is not associated with good diet or exercise is liposuction. This treatment is generally performed to get rid of stubborn pockets of fat that have become resistant to removal by any other method.
Category:
Other links at Business > Customer Service
A desk. A chair. A telephone and computer. That's all that's needed to create a workable help desk, right? Wrong! No matter the type of service a company offers, the help desk should also be staffed by knowledgeable people who have state-of-the-art
Category:
For sses large and small, their profitability and success depends upon customer retention, customer relationship enhancements and customer acquisition. This is often known as Customer Relationship Management or CRM. CRM is the managing of all
Category:
Several reasons can make a business. Some of these reasons may be subtle and superficial; but in spite of their seemingly harmless effects, they can make your business prosper even without spending a single cent. On the other hand, some
Category:
Good er service is one of the most important part of your business. It's essential to get repeat ers, the backbone of most businesses. And unsatisfied ers are always fast to spread their unhappiness. So here are a few tips about
Category:
Positive, helpful signs welcome customers and lead them to buy. It's the little things that count and add up to success that make customers happy and keep them coming back. That first customer touch point, your signs, is vitally important.
Category:
Site Sponsor
Directory Statistics
Articles: 68252
Categories: 501
Yahoo Entertainment
