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Management Information |
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Top Ten Tips for Outstanding Customer Service
Remember the 80:20 rule? You may not get everything perfectly right, but getting
most right will be much, much better than the majority of your competition. These
Top Ten Tips for Customer Service will get you well on the way. Live the life of your customer and experience what they do. Stand in line, call your call-centre, soak up feedback. Make the life's mission of everyone (yes, everyone!) to be customer focused - even those seemingly out of direct line of fire. Generally, you can't sell it if you haven't got it. Work your systems hard and focused to get product there on time. Complaints are a wonderful gift - it is feedback of the highest order. Enjoy them and learn fast. Enable and encourage your people to give an immediate and generous customer response. Make sure that you and your people work with pace and immediacy with customer issues. Ask, 'What would my customer think of this - would it give brilliant service?' If not, reshape the system fast. Encourage everyone in your team to overhear, be nosy, ask questions and feed back information from your customers. Do more in your own business from what you experience as a customer elsewhere. Encourage your people to do this too. Have fun with your customers. It builds relationships. Relationships are business. Ten Tips to success, in an easy to use framework. Will you take up the challenge? Martin Haworth is a Business and Management Coach. He works worldwide,
mainly by phone, with small business owners, managers and corporate leaders. He
has hundreds of hints, tips and ideas at his website,
http://www.coaching-businesses-to-success.com/delighting_customers.html
(Note to editors. This article may be edited for use in your publication or
newsletter as long as a live link to the website is included)
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