Great customer service is not a rocket science. Customer service is not a part. This is a simple philosophy that everyone has to practice in an organization regardless of position and / or title and can be divided into four basic parts. While the volume of books was written for a great service, these four points are a starting point – the basics. By understanding these very simple concepts, you are on the right track to create more skill moments for your customers.
first Common sense – This means we make it clear. It's a bit more than treating your customers as you would like them to handle. But not much more. It simply handles clients as they want to handle it. Understand that your expectations may differ from what the customer expects. For example, a pastor can work in a very expensive hotel. You will probably never stay in a hotel like you are working at. He would never demand the same service and attention that hotel guests require, but he still understands what he wants and wants and hands them to.
Flexibility – Rules and policies are nothing but guidelines. Do not let the "corporate policy" stand for the happiness of your customers. However, there is a point where you need to stand. Despite what you have heard, the client is not always ok. But always the customers. So, if they're wrong, let them be wrong with dignity. Do as you can, for a reason to see your client is always happy. I remind you of a CEO of a large corporation who gathered all his men and told them "Do everything that would make the customer happy". Well, they did it and almost broke the company into bankruptcy. In addition, people need to be prepared for more flexibility. If he is properly trained, the employee can do what the client considers to be a "do-all" behavior and employees do not outsource the business
. Solving Problems – There are two types of problems that can be solved: business and non-business. Business issues include handling complaints and meeting customer needs. These clients will come to you to satisfy your complaint or to assist you with a problem and be there to help them. Then there are business issues that have nothing to do with what you do on a daily basis. For example, a non-business problem may be a person whose car is an absolute tire on the street from our shop. They come to us for help. How do we react? Will we tell them that there is a payphone on the street or do we help them pick up the phone and call a towing? Solving non-business issues is a potential way of creating good public relations. And you never know, but this person may be your next buyer.
4th Recovery – This is perhaps one of the most important points. I do not care how good you are. For long years you can be a satisfied customer. As soon as something bad happens, he needs to heal. This is the restoration that is the ultimate customer judgment of how good you are. Keep in mind, studies have shown that it is much cheaper to retain existing customers than new ones. Do what you need not only to recover the problem, but to give you renewed confidence in your business to continue with your business. Sometimes this means it is beyond the problem fixing. Sometimes you have to bring the door back to the customer. For example, a restaurant that had a problem with a guest's meal would not only offer dinner but after the supper next dinner. Not only the restaurant solved the complaint but also encouraged the guest to come back.
So there are four basic components of a good customer service strategy. These simple, yet powerful tools are the key to success in customer service and create many MOMENTS OF MAGICs
Copyright © 2003 Shep Hyken, CSP and Shepard Presentations, LLC
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