Sweat the Small Stuff for Great Customer ServiceWritten by Kathleen J. Wheelihan
Undoubtedly you’ve heard about popular book series that started with Don’t Sweat Small Stuff, followed by Don’t Sweat Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let little things in life stress you out—it’s important not to make mistake of overlooking little things that can be critical to achieve wildly successful customer service in your business.At first I was hesitant to write this article because message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard stories; you’ve experienced it first-hand. Driving through fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say “thank you.” The teller that greets you with only a gruff “Next!” The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at grocery checkout that complains about newest company policy. Consumers are starving for good service. And what they’re often hungry for may sound like little things — common courtesies that certainly wouldn’t be considered rocket science — but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed rest of pack, while rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are requirements to even be in running. Read news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are people and little things they do (or don’t do). Here’s a list of some of little things, when experienced together can make a big difference to customers and how they view your organization: * Answering a call by third ring * Transferring a call quickly to proper person * Timely return of voice mail and e-mail * Eye contact * A warm smile * A friendly hello * Just a moment, I’ll be right with you * Excuse me just a moment, let me find out * A polite and sincere tone * A genuine apology when warranted * You’re welcome * A heartfelt thank you * An honest attempt to help * Your undivided attention * Following up as promised * Taking extra step in any situation * Honesty about problems and mistakes
| | Life-long LearningWritten by Harry K. Jones
"Life-long learning" is a popular trend that continues to offer vast opportunities to all those who recognize its value. It also applies to more than a single segment of your business.For instance, consider its application in a key area such as customer service and satisfaction. Do your customers know what good service is? Companies that give poor service hope their customers don't know meaning of good service. Companies that provide excellent service help them find out. Educating customers as well as employees is a key factor in providing service. There's nothing that makes a company look worse than making excellent customer service centerpiece of a massive advertising campaign when its employees haven't been trained to deliver it. Continuing education is as critical for your customers as it is for your employees. Customer education goes way beyond simply giving classes in product service and usage. You and your employees should be educating your customer informally, every day, about what makes your products and services worth having. Are your employees prepared to do that? Employees who know quality differences between your products and/or services and those of your competitors can explain them to your customers. Ignorance of your products and level of service is costly for your customers as well as for you. You owe it to your customers to educate them before experience does -- expensive way.
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