Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.
If you have the keys to good customer
service, you have access to minds and hearts of customers. It isn't
hard to learn these key principles... the proof of the pudding is in
the eating! Talk is cheap as they say.
Let me share with you what I consider the 8 keys to good customer service, and what it takes to actually make it happen!
"To my customer.
I may not have the answer, but Ill find it.
I may not have the time, but Ill make it." (Unknown)
A positive attitude is a 'can do' attitude. It's deciding to do whatever it takes to help the customer, and not hide behind excuses, non-existing policies, other colleagues. I wish I could say that a positive attitude is trainable, but it starts with a natural desire to help people. The goal is to find people with such a desire, and eleminate those who demonstrate a lack of desire. This is the key that unlocks all other keys to good customer service!
"Well done is better than well said." (Benjamin Franklin)
If you promise something to your customer, keep that promise. Not keeping a promise to a customer feels like betrayal to customers, and once betrayed they won't trust you again. Adopt a method of keeping track of your promises, and do regular checks on the progress you made on delivering what you promised.
"In business you get what you want by giving other people what
they want." (Alice MacDougall)
If business is about giving to your customers what they want (so you get what you want), you need to know your customer wants. So whenever you can, ask! Show a genuine interest in your customer and listen to what they have to say. This also means that you'll have to aks subsequent questions to get to the core. And show that you have heared your customer by not making him or her repeat it... yes, even when you changover to a colleague!
"Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it." (Peter Drucker)
A delighted customer is a customer for life. for this, you have to work hard at making sure that your customer gets the maximum (value) out of your product or service. When they buy it. When they use it. when they read about it. When they search information about it. If you reduce friction at every customer contact, you will delight them!
"Give trust, and you'll get it double in return." (Kees Kamies)
Many, many businesses shy away from giving good service to customers, because they fear this will just a flurry of scrupulous customers who come to take advantage of their willingness. While there are customers out there that will take advantage of your willingness, there will be so many customers that will come and stay with you, it will not matter! Simply trust your customers: you'll be greatly rewarded.
"None of us is as smart as all of us." (Ken Blanchard)
Make no mistake. Delivering good customer service is a tough, tough job. Customers can ask many questions, and it's unlikely that any one person is able to answer all the questions. Make it a habit to engage the help of others in the company, in order to give the best answers to the customers.
"Train, don't strain." (Arthur Lydiard)
Confidence in execution comes from repetition. Other than personal experience, there is no substitute for training for the situations you may encounter in customer service. Setting up a training program is a given!
"The longer you wait, the harder it is to produce outstanding
customer service." (William H. Davidow)
Here's a powerful lesson I learned: if something is important (and I think these keys to good customer service ARE important!), do it now! Don't wait. Do what's important, right away!
These are my 8 keys to good customer service, unlock the door to more great business!