| Customer service has long since been
| |
| | no mistake about it - even if the
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| considered a minor area of organizational
| |
| | consumer does not pay excessive dollars
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| operations - minimum wage, clerical
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| | for a product or service, they still
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| orientation, requiring no skill.
| |
| | expect some level of quality
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| Customer service personnel are often
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| | performance.Competence is knowing your
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| treated as peons by customers and
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| | business, your product or service, and
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| managers alike. However, in the day and
| |
| | your customer. Consumers want to know
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| age when the supply of service providers
| |
| | that when they have questions, you have
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| outweigh the demands for the service or
| |
| | the answers. Be sure that anyone who
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| product and competition is high for every
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| | answers your business line or who greets
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| consumer dollar, customer service is the
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| | your customer is knowledgeable about what
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| only true determining factor as to where
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| | you do and how you do it. Incompetence
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| a consumer will decide to spend his or
| |
| | drives customers to competitors. The
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| her precious discretionary or disposable
| |
| | wise competitor will be ready to receive
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| income.Successful companies do what
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| | them.Consumers buy products and utilize
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| others have failed to do in this
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| | services for one reason only -
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| discipline we call business! They take
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| | Gratification. Gratification is that
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| advantage of the most dynamic opportunity
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| | psychological satisfaction we talked
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| open to the business owner or decision
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| | about earlier. Consumers expect their
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| maker. They vow to become the best
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| | lives to be improved by your product or
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| customer service provider in his or her
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| | service. If your product fails to
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| industry. They realize that customer
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| | gratify them, it will be the one and only
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| service not only drives customer sales;
| |
| | time that they purchase your product or
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| but also drives repeat consumerism and
| |
| | service. Remember, consumers have a
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| ultimately bottom line profitability.Are
| |
| | large (very large) memory bank when they
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| you passing up this critical opportunity
| |
| | are disappointed. Don't make promises
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| because you have no strategic customer
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| | you can't keep and keep those you
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| service focus, vision or mission? Is
| |
| | make.Sincerity is the ability to make the
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| your customer service strategy being
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| | consumer trust and believe in your
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| utilized to enhance your competitive
| |
| | product or service. That means they must
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| edge? Or is your current strategy laying
| |
| | trust and believe in your. In this day
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| a foundation for ultimate failure in your
| |
| | and age of massive competition for almost
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| industry?At one time, "good" customer
| |
| | every product imaginable, I consistently
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| service was the sign of a "good" customer
| |
| | tell my clients that the customer is not
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| service provider. But, in today's fast
| |
| | buying your product or service, they are
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| paced, high tech, fast paced business
| |
| | in actuality, buying your impression upon
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| environment, "good" just isn't good
| |
| | them. If they like you, they will do
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| enough anymore. The average customer
| |
| | business with you; if they don't, they
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| will only give you one chance to
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| | won't. Also, commit to memory this
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| disappoint them before they hand their
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| | customer service law: Everyone who has
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| hard earned income over to your closest
| |
| | contact with your customer is your
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| competitor. Today's consumer expects
| |
| | Customer Service Specialist and impacts
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| appreciation for choosing you as the
| |
| | your bottom line. Assure that the impact
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| winner of their valuable dollars. There
| |
| | is profit making not profit
|
| are many competitors out there competing
| |
| | breaking.Integrity is being honest with
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| for their money. Your goal is to assure
| |
| | your customers. The average consumer may
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| that they not only chose you; but
| |
| | want things simple, but is, by no means,
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| consistently come back to you to build a
| |
| | a simpleton. There is nothing wrong with
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| strong foundation to your business!The
| |
| | the statement, "I don't know" as long as
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| Production Era axiom of "build a better
| |
| | it is followed by, "But, I will find out
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| mousetrap, catch the bigger mouse" is no
| |
| | and get back with your immediately".
|
| longer the standard by which a business
| |
| | Customers prefer frankness over double
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| can measure its success in the consumer
| |
| | talk. The things that will make your
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| market. Successful business mandates
| |
| | customer run post haste to the nearest
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| that those who consume a product or
| |
| | competitor is the perception that you are
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| service be fully satisfied with their
| |
| | cheating them, taking them for a ride or
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| purchase, which means they must be
| |
| | taking advantage of them. Integrity is
|
| satisfied with the emotional satisfaction
| |
| | the name of the game. My clients are
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| associated with the purchase.It is
| |
| | continuously reminded of this critical
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| crucial that decision makers understand
| |
| | statistic - "a satisfied customer will
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| the psychology of today's consumer. They
| |
| | tell approximately 4 to 5 people of their
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| want to feel that their patronage is of
| |
| | great experiences with you; a
|
| critical importance and that when they
| |
| | dissatisfied customer will tell between
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| spend their dollars on your product or
| |
| | 23 to 27". As you can assess, you need
|
| service, they have made a wise investment
| |
| | to make sure you have a far greater
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| of their hard earned funds. The wise
| |
| | number of satisfied customer to counter
|
| business owner understands that at the
| |
| | just one dissatisfied one if you plan on
|
| core of a consumer's psychological needs
| |
| | longevity in the market place. Be honest
|
| associated with the consumption of the
| |
| | and forthright and your customers will
|
| product or service is the interaction and
| |
| | provide you with repeat business... which
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| impression the consumer gets from your
| |
| | leads to ultimate success. Be dishonest
|
| company's first line of defense - the
| |
| | - and they will ruin you.If your customer
|
| customer service provider.True Customer
| |
| | service team does not have all the skills
|
| Service is not just a response to
| |
| | needed to build a program of Customer
|
| customer dissatisfaction as one broad
| |
| | Service Excellence, invest in a customer
|
| definition has implied. True customer
| |
| | service course or take a training class.
|
| services is a very proactive, well
| |
| | Remember that a strong customer service
|
| developed, organized program of ensuring
| |
| | orientation is the key to unlocking the
|
| that your product or service is the very
| |
| | door to "Gaining Your Competitive
|
| best that your target consumer can
| |
| | Edge".Ms Adams- Robinson, the Virtuous
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| expect. The elements of a good Customer
| |
| | Visionary, is available for personal
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| Service Program are responsiveness,
| |
| | coaching, group training, customized
|
| convenience, quality, competence,
| |
| | organizational training, conferences,
|
| gratification, sincerity, and integrity.
| |
| | motivational presentations and spiritual
|
| These are the Seven Standards of Service
| |
| | speaking engagements.Copyright
|
| Excellence! If these standards are
| |
| | bar@2004Brenetia Adams-Robinson, MBA
|
| absent from your customer service
| |
| | President / Epitome' Consulting Services
|
| program, your bottom line will suffer.
| |
| | P.O. Box 743
|
| It is, therefore, crucial to your
| |
| | Jonesboro, Georgia 30237
|
| success, that your front line customer
| |
| | 770-960-1884
|
| service personnel are well versed in and
| |
| |
|
| understand the impact of these standards
| |
| |
|
| of service excellence.THE 7 STANDARDS
| |
| | professional trainer, speaker and
|
| DEFINED:Responsiveness is the prompt
| |
| | author, Brenetia Adams-Robinson is the
|
| attention to consumer problems, concerns,
| |
| | President of Epitome' Consulting
|
| and issues. Answering the telephone
| |
| | Services, a business coaching and
|
| quickly; being understanding and
| |
| | training firm in Atlanta, Georgia. She
|
| empathetic; listening, listening, and
| |
| | is a Cum Laude graduate from the
|
| listening some more. Most customers just
| |
| | University of Maryland-Europe, completing
|
| want someone to listen and understand.
| |
| | a Bachelor of Science in Business and
|
| Insure that you have policies and people
| |
| | Management with emphasis in Human
|
| in place who truly care for and take care
| |
| | Resource Management and holds a Masters
|
| of customer concerns. After all, without
| |
| | in Business Administration (MBA) in
|
| the customer, you would be a
| |
| | global management strategies. She is
|
| non-entity.Convenience is assuring the
| |
| | federally trained and certified as an
|
| product is assessable when the customer
| |
| | Equal Employment Opportunity (EEO)
|
| wants it. The enormous success of the
| |
| | Counselor, Leadership Education &
|
| corner convenient store is affirmation
| |
| | Development Instructor, Leadership
|
| that consumers will pay a bit more for
| |
| | Team-Building Instructor, Project
|
| the convenience of not having to go out
| |
| | Manager, and Master Trainer (a Train the
|
| of his or her way. The more work
| |
| | Trainer Certification). She has a
|
| customers have to do to access your
| |
| | special certification from Purdue
|
| product or service, the less profits you
| |
| | University as a Customer Service
|
| will see and the more likely that the
| |
| | Professional. Her innovative customized
|
| competitor who aptly plans for effective
| |
| | training programs are widely acclaimed as
|
| 'placement' in their marketing strategy
| |
| | organizational change agents. "Keeping
|
| will get those crucial consumer
| |
| | Customers for Life", a customized
|
| dollars.Quality is consumer expectations
| |
| | customer service training program for
|
| of high standards in the product or
| |
| | supervisors and front line staff to help
|
| service provided. Although cost is a
| |
| | organizations take their customer service
|
| large factor in the marketing mix, the
| |
| | and customer retention management to the
|
| average consumer will pay a bit more for
| |
| | next level.
|
| high quality merchandise. However, make
| |
| |
|
