Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities!
With service leaders everything is built around the customer experience. Top management has made it part of their company mission to have policies that take care of the customer. They know customers who are well taken care of come back and buy more. They know that customers that are given the best service/experience create word of mouth advertising.
There are a few firms understand the need for SPEED. Not many but, a few. It starts with the web site and the call center. Ask yourself…Do you want customers 24/7? Do you want to be known as the easiest firm to do business with?
In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and appreciated, they would have loyal customers. The way to do that was by giving front line employees the needed tools to deliver great service and to create impressions that form an organization’s reputation.
I have a concise and practical list of six essential customer service principles for awesome service. These "Personal Steps of Excellence" would go well in a frame on your office wall and those of your general managers.
Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc. The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.
“Talent is cheaper than table salt. What separates the talented
individual from the successful one is a lot of hard work.” – Stephen King
We’ve heard it since childhood. We’ve heard it from parents, teachers, and friends…“You just have stick to it and try (work) harder”. Success is more a combination of how hard one is willing to work or practice than the God given talents we are born with.
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