Powerful Customer Service - Twenty Key Questions to Ask Yourself (1-5)

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 (1-5) - To learn more about this author, visit Gordon Veniard's Website.

Like this article? Share it with your friends

E-Mail | Print | More

Related Articles
Guerrilla Caring
	All business owners care about their customers, but guerrilla marketers prove they care. Here are twenty ways that they prove it.
30 Seconds can make you a lot of Dollars
	A 30 second follow-up call increases sales 20% to 40% for the top sales producers
Dealing with Difficult Customers #1
	How to deal with customers who are information junkies and time vampires (From Shaun Belding's "Winning at Work" newsletter
Want to Know How to Sell All You Have to Do is Ask
	Have you ever answered a question with a question? Would that be making a difference to your conversion rate? The answer to the latter is most definitely yes! Asking questions not only increases your conversion rate...
Asking Questions
	By asking the right questions you can close the sale

---

Related Forum Posts
	First Four Words
	Which major company does a good job with customer service?
	Marketers, Learn What You Can, Cannot Control Online
	Wearing different hats in Business
	Re: Invoicing
	Re: Your Worst Customer
	Successful Strategies for the Self-Employed Woman
	Re: Two Useful Books To Help You Focus On The CLIENT