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Improve Customer Service thru Professinalism that CATORs to All Your Clients
| Guest post by: Leanne Hoagland-Smith |
Article Overview: Is Customer Service a concern for your business? Do you feel that your employees pay only lip service to serving the customers whether internal or external? Read how a short word can begin to create a culture of superior customer service.
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Free Download - How to Craft an Engaging Message That Highlights What You Do to Increase Sales By Leanne Hoagland-Smith |
Improve Customer Service thru Professinalism that CATORs to All Your Clients
Health care, education, retail and manufacturing all share one common obstacle – the lack of professionalism within and outside of the workplace. Today, I not only personally experienced once again poor customer service because of poor professionalism, but listened to several stories from clients who also were experiencing poor professionalism within their own workplace.
Today when trying to reconcile some health care paperwork for my mother, I received not one, not two, but three entirely different explanations as to why something had not transpired. This delay in paperwork cost my mother several hundred dollars. The attitude from the health care staff was she was going to be in a couple of weeks, no big deal. Even though I had personally dropped off this paperwork, the health care provider did not even bother to call me or my mother to notify us of some missing paperwork that wasn’t even on the request form. And health care wonders why they have such a poor reputation.
A client shared with me his story about attempting to meet his client’s need of having a shipment out on time. Calls to the designated inside person went unanswered. Even his direct supervisor could not secure the complete information. Finally, he had to seek help form a Vice President. Now, the inside person feels betrayed and believes he now has a legtimite reason not to return any phone calls. The customer who is worth multi-millions in dollars each year is not happy and who can truly blame the customer.
Another colleague was trying to secure some information regarding an expensive electronic device. Calls to the service department did not provide the necessary answers. Finally a visit to the store resulted in a face to face conversation with the salesperson saying "This wasn’t her job." No wonder customer service appears to have died.
Possibly, every employee should embrace the philosophy of one of my clients who has the following sign throughout his facility from the waiting room to the manufacturing floor.
C. Customers
A. Are
T. The
O. Only
R. Reason
Without customers, no business whether for profit or not for profit would exist. Yet, treating both internal and external customers appears not to be a priority. Rather some employees would focus on everything wrong with their job from being short handed to not being paid enough. HINT: If your employees believe that they are short handed or have too much on their plates, ask them if they waste 12 minutes a day? My experience is that most employees will honestly acknowledge that they do waste 12 minutes a day and therefore their plate really isn't as full as it appears to them.
Granted, one simple word such as C.A.T.O.R. will not increase exceptional customer service overnight. However, by focusing on the customer and aligning all beliefs on such a simple word should begin to develop a culture where Customers Are The Only Reason.
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About the Author: Leanne Hoagland-Smith RSS for Leanne's articles - Visit Leanne's website Her book, Be the Red Jacket is a no-nonsense and quick read to help discover potential gaps that may be keeping you from your goal to increase sales. The forward is by Evan Carmichael of EvanCarmichael.com Remember if you think you cannot or you think you can either way you are right. (Henry Ford). Sales Coaching Tip: Change your thoughts; improve your results. Click here to visit Leanne's website   Business Building Check List Leadership Audit For Business Leadership Assessment |
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by: Leanne Hoagland-Smith, Chicago Sales Coach
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