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Digg it UP - Creating Customer Service Excellence
Many people are in the wrong business. They’re with the wrong people. They’re doing the wrong things. They’re miserable. And they’re barely making any money.You can see right away they’re faking it. Somehow--they’re hoping to make it work out.They are in the wrong business because they looked around for the best possible job. Instead they should have looked within to what
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tel
You’ve handed in your resume and now the wait by the phone begins. Will it ring? Will you finally land your first interview? If you presented a qualified resume and made a great first impression, the chances are fairly good you’ll at least get called.So now what do you do? You’re probably a little scared and that’s okay. It shows you’re taking the interview seriously. After all
So who is responsible for customer service? Anyone who touches the customer, either directly or indirectly is providing a level of service. This includes the people in such varied roles as: product planners, IT staff, shippers, billing clerks, human resources and service team members. Bottom line: service is everybody's responsibility. The service chain includes all people and functions that link up to final delivery to the customer. To find out who is in this chain begin at the end: who delivers the product to the customer? Then ask who provides a product or service to that person? Continue tracing it back to the originator. You now have your service chain.
It is critical that everyone in the service chain know the impact of their actions. Each person in the chain should focus on creating excellence in the following areas:
1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tel
Before any document is finalized, you need to let someone else take a look at it. I cannot stress enough the significance of this step! Letters, memos, reports, brochures, even important e-mails—any writing that will see the light of day— should be read by others before you send it off because:• Feedback sharpens your final product even though it may drive you crazy, take time
It is critical that everyone in the service chain know the impact of their actions. Each person in the chain should focus on creating excellence in the following areas:
1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tel
"Gallup research over the past 30 years has shown that top producers in every role have substantially different talent profiles than average or poor producers in the same role." - "The Right Fit" - The Gallup Organization.Most managers agree that hiring the best person for the job is perhaps the most important step they will take in ensuring their team's long term success. In the pha
It is critical that everyone in the service chain know the impact of their actions. Each person in the chain should focus on creating excellence in the following areas:
1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tel
Part 4 of Having Your Successful BusinessCongratulations! You have learned “how much pie” you want, how successful people talk, and what the best vehicle is to achieving your goals. In this final section, its time to discover why you haven’t started yet.The biggest thing that holds people back is fear. Fear can be defined like this: False Evidence Appearing Real.It ca
1. Create customer focused processes, not company focused processes. If what you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to know that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tel
Almost all computer schools and colleges have some sort of job placement assistance (and you should ask about this before signing up!). The people who work in these departments work very hard to get your computer career started and get you into your first job in the computer field, but you shouldn't leave it all up to them. You need to know how to build two kinds of networks to get ahead
2. Respond to your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And remember, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tell you something is wrong. But they will tell their colleagues and friends. And that hurts business, one way or the other.
3. Keep a positive service delivery attitude. It's a moment by moment attitude choice: you can present yourself positively, or allow yourself to get caught in the stress of the day. Don't be fooled: your customers hear what kind of day you are having.
4. Ask your customer how you are doing and Listen to the response. It's important to stop and check in with your customer. Ask how you can serve them better or better meet their needs. And then Listen to what they tell you. Respond to what they say. (Did you notice the capital L in the word Listen? That word is so very important, as is the action that goes with it that we decided it deserved a capital.)
5. Treat your customers with respect and integrity. This goes for customers both within your organization and outside it. Imagine what it would be like if all the interactions you ever had were based on mutual respect and integrity...
So you get the point: focus your efforts on your customer; make them feel special by listening to them and solving their problems. Be their champion and treat them well. Customers see it, feel it, know it and want to sha
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