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Digg it UP - The ABC of Superior Customer Service
It’s your first moment back at your desk after the annual meeting. The telephone is already ringing, 314 email messages lurk in your inbox, the staff meeting starts in 20 minutes, and your coffee just spattered on something marked “Urgent.” You look up at that ticking clock, feeling smothered by all the demands on your time and attention. Ever
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Obse
It almost goes without saying that good customer service is essential to sustaining any business. No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long unless you have a solid customer retention strategy in place – and in action. It’s the actions that count – not what you say you’ll do, or what th
A is for Attention to Detail. Because when customers know you care passionately about the little things, they’ll know you care a great deal more about the big things.
B is for Benefits which is all your customer wants you to tell them.
C is for Complaints, your free marketing service.
D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.
E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.
F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you’ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.”
G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated, that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the best”.
J is for the customer Journey, which you must know every inch of.
K is for Kaizen, another Japanese word which means “continuous improvement”.
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Obser
Less than twenty years ago concern for the environment and worries about global warming were largely confined to a small group of scientists and people derogatively described by some as ‘eco warriors’.With climate change becoming more real and obvious, the realisation of the need to ‘go green’ is now becoming far more mainstream. All th
C is for Complaints, your free marketing service.
D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.
E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.
F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you’ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.”
G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated, that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the best”.
J is for the customer Journey, which you must know every inch of.
K is for Kaizen, another Japanese word which means “continuous improvement”.
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Obse
Houseal Non-Settling Log SystemSettling in log homes has always been an issue, adding cost and complexity to log home construction. Using traditional methods of construction, logs are stacked horizontally one on top of the other (either scribed or chinked). Because logs tend to shrink and settle over time, the multiple layers of logs co
F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you’ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.”
G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated, that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the best”.
J is for the customer Journey, which you must know every inch of.
K is for Kaizen, another Japanese word which means “continuous improvement”.
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Obse
Special offer, special deal, or special delivery are words that we see emblazoned on products everywhere. Why would advertisers go to that effort to make their product seem special to us? Because we’ve been raised to respond to the word 'Special'. A few examples are special occasion, that special someone or in that special place and time.one to a customer who had been waiting all day for it.
H is for Hi-Tech, Hi-Touch, because when things get complicated, that’s when people want the personal touch.
I is for Ichiban, the Japanese word for “wanting to be the best”.
J is for the customer Journey, which you must know every inch of.
K is for Kaizen, another Japanese word which means “continuous improvement”.
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Obse
ISO 9000 is a set of standards for quality management systems. Perhaps, it is the most popular generic international standard today. First published in 1987 and modified in 1994, it is the true basis for businesses to develop or improve their quality assurance systems. Today, most international businesses document their quality systems accordi
L is for Loyalty, which you buy by engaging their minds and piercing their hearts.
M is for Moments of Truth, those hundreds of opportunities every day to turn their heads.
N is for Now For Something Extra, that ends every customer interaction on a high.
O is for Observing your customers’ needs before they know them themselves.
P is for the Pride that staff feel when they know they’re in a valued profession.
Q is for Quality: of product, of service, of manners, of courteousness.
R is for the golden Rule: the customer is always right, even when they’re wrong.
S is for Sincere Smiles, that aren’t false but melt the coldest hearts.
T is for Tact, the one thing your customers will notice but you must pretend not to.
U is for Underpromise and Overdeliver, the simplest way to make someone’s day.
V is for adding Value because there’s nothing so precious as your time, your care and your attention.
W is for the Wow Factor, when you stop them in their tracks.
X is for Xtraordinary service that is out of this world.
Y is for Your Mum Was Right, because it’s all about respect.
Z is for a good night’s Zzzzz’s after a great day’s work.
Practise these attitudes and skills, and you’ll love your job and your customers will love you.
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