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SHOW YOU CARE
Find a way to give the customer what they want.
The customer is always right – this is really about an attitude of mind. Even if the customer appears really unreasonable, listen to them, hear what they have to say, paraphrase your understanding and find ways to go for a win-win. The customer wants to feel listened to and valued. Listening, reflecting back and letting it be known that you do really want to help, goes a long way to meeting customer needs.
AT THE FRONTLINE
Staff need to know that as well as accountability they have responsibility, the power to make decisions without the continuous need to refer up the line.
Frontline staff, particularly ought to have a very pleasing manner, in tone of voice and a welcoming manner. They are the `face’ of the organisation and very often are the first contact point between customer and organisation. If you are a company where repeat business is important, then having a customer for life is much more important than an individual exercising their ego and then that customer is lost to the organisation, usually forever.
EXCEPTIONAL KNOWLEDGE
Know what you are talking about. There’s nothing better than speaking to a service or product provider who knows exactly what they are talking about. Able to delight the customer by going the extra mile and providing information that enhances the customer’s experience of your company is a great way of keeping customers interested in your company.
CUSTOMER SATISFACTION
Within a couple of days (at the most) of delivering the service or product, check the customer is happy with what they have received and check if there is anything else you can do to help them. People really do appreciate this, it gives them the feeling that they actually do matter to your company.
CUSTOMERS KNOW BEST
Ask customers what it is they need from the service; find out how the service can be improved. They are in receipt of the service/product and they know. This is probably one of the best pieces of market research you could do. Once you ask customers though, it is really important to act on at least some of their recommendations and let them know that you have by providing them with feedback.
GET BUSY SOLVING CUSTOMER PROBLEMS
Do this quickly, as far as possible at the first point of contact. People tell more people when they are dissatisfied with your service or product than when they are satisfied and the worse thing about it is, even if the customer does not complain to you they will complain to their friends, family, colleagues, and the dog, anyone who will listen. Then you have not only lost that customer, you have lost all those others as well because if they have a choice they won’t risk using your company for fear of the same treatment.
As well as being known as a company that provides an exceptional quality of service, getting busy becoming known as a company that when things go wrong, there is no quibble about putting it right.
Everything I have written so far can be summed up as GOING THAT EXTRA MILE; people will remember that your company went out of its way to help them.
Do you know someone who would be interested in reading this article? Then do please feel free to email it to them.
I am Hyacinth Fraser – Trainer, Consultant and Coach. Please do take the time to read my biography. I am happy to help with any further support, guidance and facilitation. Please contact me at motivationallearning@yahoo.co.uk
I am a Master Practitioner of NLP and a Master Hypnotherapist.
Hyacinth Fraser BSc, M.A, Managing Consultant
Hyacinth, independent consultant/trainer for fifteen years. Highly regarded and ensures that her training is informative, exciting and presented in such a way as to ensure that all learning styles are catered for. She is more than happy working with personnel at the highest levels in the private, public and voluntary sectors, up to and including members of the board as well as front line staff.
Hyacinth has a proven track record and a particular interest and expertise in design and facilitation of Action learning sets, Career counselling and outplacement programmes, Customer care, Personal Effectiveness for women, Mentoring skills, Team building, communication skills and diversity awareness.
Hyacinth has worked within a number of large public sector organisations, including: Home Office, Probation Service, DfES, Department for Transport, CPS, OfCom, NICE. She has also worked with a number of local authorities including: Croydon, Greenwich, Havering, Hillingdon, Hounslow, Lambeth,Lewisham, Merton, Southwark, and Waltham Forest
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