Sweat the Small Stuff for Great Customer ServiceWritten by Kathleen J. Wheelihan
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Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than mistake itself is how these difficult situations are handled. Customers crave common courtesies, which is not to say that common courtesies can make up for gross negligence or repeated problems. However, little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise. If you’re concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating small stuff in customer service?" It really can make a big difference! Reprint Information Your organization may reprint this article for your newsletter, online publication, or mailing list. We ask that you print the: * article in its entirety; * byline of writer; * information about writer, which is available at end of each article; and * contact information, including our toll-free phone number in U.S. (800-886-2MAX) and website address (www.AchieveMax.com) We would appreciate a tear sheet or electronic copy of articles you reprint.
Kathleen J. Wheelihan is a professional speaker for AchieveMax®, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.
| | Life-long LearningWritten by Harry K. Jones
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Finally, make sure you educate your customers in just how far you're willing to go for their benefit. If your employees understand that you are not in business of merely selling products and services, but rather in business of caring for your customers' needs, you'll be on road to success. Your company philosophy should reflect fact that you are anxious to listen, be flexible, and respond to your customers needs. If you live by these words, you'll be identified as a customer-driven organization. Reprint Information Your organization may reprint this article for your newsletter, online publication, or mailing list. We ask that you print the: * article in its entirety; * byline of writer; * information about writer, which is available at end of each article; and * contact information, including our toll-free phone number in U.S. (800-886-2MAX) and website address (www.AchieveMax.com) We would appreciate a tear sheet or electronic copy of articles you reprint.
Harry K. Jones is a professional speaker for AchieveMax® Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Harry has made presentations ranging from leadership to employee retention and time management to stress management. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.
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