Powerful Customer Service - Twenty Key Questions to Ask Yourself (1-5)
Powerful Customer Service - Twenty Key Questions to Ask Yourself (1-5)
If a Customer or colleague has a problem, how easily do they feel they can approach you with it? Or, do they shy away because of your reactions to such moments? There is nothing more certain than that you will lose dissatisfied Customers at some stage. So, wouldn’t you really prefer to know of their feelings before it’s too late and this month’s target is suddenly a lot further out-of-reach!?
Following-on from the previous point, do you demonstrate a “Yes I can – now what do you need” attitude? Or, is everything just that bit too much bother for you? I’m sure not you – but I bet you know people who issue a weary “sigh” when asked to be of help to someone. Far better to be a “no worries” behaviour person
If your Customers, co-workers (or even friends) were asked to describe you in half-a-dozen words; what would they say? For example, would the word credibility be in their list? Now, friends are much more likely to forgive your telling them something that’s wrong ; but it can be much more damaging if it’s a Customer (even with an accidental error). If your Customers see you as generally being an honest and trustworthy soul; then if you do get something wrong – and quickly apologise – they are much more likely to forgive
Do you under-promise and over-deliver on a regular basis? If you ever watched the original version of Star Trek, then you’ll know that Mr Scott spent part of almost every episode telling Captain Kirk “She’ll no be able to do that captain” – or – “The engines winna stand it”. Then, of course, miracle-worker that he was, whatever the captain needed in terms of warp capability was duly delivered. Scottie became a hero – and now you understand what under-promise and over-deliver is all about!
What’s the difference between a prophet and a profit? No, this isn’t a bad joke; it is a genuine point. A prophet told the world what was about to happen. And, occasionally, he or she might even have been right – so you might just be a prophet when estimating your sales figures etc! Profit is what happens after the job has been done right. Not what has been suggested will happen – but what actually does. And, profit will only keep happening to you if you treat your Customers in the right way; because the key is long-term profits through powerful Customer service; not short-term through doing what you need
Powerful Customer Service Twenty Key Questions to Ask Yourself 15 - To learn more about this author, visit Gordon Veniard's Website.
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How often do you smile at your Customers (or your colleagues)? And, how often do you smile with them? This doesn’t mean forming your face into the pretence of a smile (just watch in shops, on planes etc how often this is what people are really doing). Because, if that’s all you do, then no Customer (or colleague) is going to vouch for your sincerity!
If a Customer or colleague has a problem, how easily do they feel they can approach you with it? Or, do they shy away because of your reactions to such moments? There is nothing more certain than that you will lose dissatisfied Customers at some stage. So, wouldn’t you really prefer to know of their feelings before it’s too late and this month’s target is suddenly a lot further out-of-reach!?
Following-on from the previous point, do you demonstrate a “Yes I can – now what do you need” attitude? Or, is everything just that bit too much bother for you? I’m sure not you – but I bet you know people who issue a weary “sigh” when asked to be of help to someone. Far better to be a “no worries” behaviour person
If your Customers, co-workers (or even friends) were asked to describe you in half-a-dozen words; what would they say? For example, would the word credibility be in their list? Now, friends are much more likely to forgive your telling them something that’s wrong ; but it can be much more damaging if it’s a Customer (even with an accidental error). If your Customers see you as generally being an honest and trustworthy soul; then if you do get something wrong – and quickly apologise – they are much more likely to forgive
Do you under-promise and over-deliver on a regular basis? If you ever watched the original version of Star Trek, then you’ll know that Mr Scott spent part of almost every episode telling Captain Kirk “She’ll no be able to do that captain” – or – “The engines winna stand it”. Then, of course, miracle-worker that he was, whatever the captain needed in terms of warp capability was duly delivered. Scottie became a hero – and now you understand what under-promise and over-deliver is all about!
What’s the difference between a prophet and a profit? No, this isn’t a bad joke; it is a genuine point. A prophet told the world what was about to happen. And, occasionally, he or she might even have been right – so you might just be a prophet when estimating your sales figures etc! Profit is what happens after the job has been done right. Not what has been suggested will happen – but what actually does. And, profit will only keep happening to you if you treat your Customers in the right way; because the key is long-term profits through powerful Customer service; not short-term through doing what you need
Powerful Customer Service Twenty Key Questions to Ask Yourself 15 - To learn more about this author, visit Gordon Veniard's Website.
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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