Hi blog readers, Today's post is off what I usually write on the blog...I just decided to explore another angle to my writing. I hope you learn one or two things...Enjoy
SUPERIOR CUSTOMER SERVICE DELIVERY.
Delivering superior customer service is the back bone of many successful organisations. It is for this reason that many organisations take their time to train their employees so that they would be able to deliver the tailored needs of the organisation perfectly. Often times, we have been in situations where we hear people complain of the quality of the service they received in a particular business establishment. This is because of the poor service they have received from the organisations front line staff. Customers remember if they have received what I tag as a 'memorable service experience' and if they have also received poor service. The long term effect of this 'memorable service experience' is constant patronage, free word of mouth advertising and referrals.
Here are a few tips that would help to ensure that you deliver superior customer service:
1. Let this guide you 'Customers are King': It is very important to always make the customer feel important. A good example is by giving the customer your undivided attention. In the same way, even if you have to attend to more than one person, try no acknowledge the presence of other people and let them know that you would attend to them as soon as possible.
2.Multi-tasking: In order to deliver excellently, multitasking is one trait that must be part of the customer service person. Multi tasking helps you to attend to the customer on time and allows you to be more productive.
2.Multi-tasking: In order to deliver excellently, multitasking is one trait that must be part of the customer service person. Multi tasking helps you to attend to the customer on time and allows you to be more productive.
3. Let go of any unpleasant experiences: It is absolutely normal to encounter one or two hostile customers but what is most important is to make sure that you let go of any unpleasant experience you may have had with any customer. Holding on to it might hinder you from delivering the exceptional service that you should give.
4. Courtesy; Courtesy is a major ingredient that any front line customer service personnel or professional simply must have. 'thank yous' and simple complements would always put you and your company in the good books of any customer's mind.
5. Smile for Life: A greeting with a nice smile does wonders. it melts tension and helps the customer to feel relaxed around you. Complement your customers but don't sound too patronizing(people always sense this).
6. Maintain reasonable eye contact: Holding a persons eye contact for about 10 seconds before you blink or look away is important. Holding a customers gaze for too long might be seen as rude, flirting or even a 'stare down'.
7.Pay rapt attention: Listen to every customers complaint like you are just hearing it for the first time. While dealing with a customer's complaint, it is important that we pay attention to what they are saying like its the first time you are hearing of the complaint. Sometimes, all the customer wants more than the technical solution that you might provide him might be empathy or a simple apology. Effective listening would help you to gather information that the customer unconsciously emits during conversation and this would help you to deliver superior customer service.
8.Flexibility/ Product Knowledge: The key to enjoying a fantastic relationship with a customer is flexibility. It is essential that you understand what the customer wants so that you would be able to tailor the product your organization's products to the customers need.
9.Hit the nail on the head: In as much as you are trying to create a good relationship with your customer, try not to deviate too far from the major issues that needs to be worked on while attending to your customer.
10.Integrity: A lot of people judge every organisation based on this key trait. Developing your customer's trust is very important. Customers want to be assured that you would do what you say you would do when you say you would do it.
11. Take note of feedback: Be open to receive feedback, criticisms and suggestions from your customers. The feedback you receive from your customers actually go a long way in improving the quality of service your deliver and it also helps to nip unfriendly developments in the bud.
12. Discuss the issues: A lot of times, we encounter customers that are just difficult to handle. They just want things to be done their way and nothing else. With their kind of attitude, they always get into an argument with the customer service representative. What we should do in this case is to always try to see things from their own perspective rather than get into an argument with them. Discuss the issues, don't be positional in your approach be more integrative and ease them out of their tense mode. Remember, to them, you are a big organisation compared to themselves so they would always be defensive.
9.Hit the nail on the head: In as much as you are trying to create a good relationship with your customer, try not to deviate too far from the major issues that needs to be worked on while attending to your customer.
10.Integrity: A lot of people judge every organisation based on this key trait. Developing your customer's trust is very important. Customers want to be assured that you would do what you say you would do when you say you would do it.
11. Take note of feedback: Be open to receive feedback, criticisms and suggestions from your customers. The feedback you receive from your customers actually go a long way in improving the quality of service your deliver and it also helps to nip unfriendly developments in the bud.
12. Discuss the issues: A lot of times, we encounter customers that are just difficult to handle. They just want things to be done their way and nothing else. With their kind of attitude, they always get into an argument with the customer service representative. What we should do in this case is to always try to see things from their own perspective rather than get into an argument with them. Discuss the issues, don't be positional in your approach be more integrative and ease them out of their tense mode. Remember, to them, you are a big organisation compared to themselves so they would always be defensive.
'you are in business today so that you can remain in business tomorrow to make profit for the continued development and growth of your business thus, delivering superior customer service is one the major keys to the successful continuity of a business.' E.W
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