Powerful Customer Service - Twenty Key Questions to Ask Yourself (16-20)
Powerful Customer Service - Twenty Key Questions to Ask Yourself (16-20)
Do you know how your Customers really judge you? In a survey a few years ago, SAS Airlines discovered that the most important factor passengers considered when thinking about confidence in the airline was…whether their fold-away coffee tables were clean! Think about it – you don’t get to look in the engines to see if they are well maintained – but if they can’t even manage it with the coffee tables… well…! Another prime example of this – if you visit a restaurant for the first time and their toilets aren’t sparkling clean – what do you think about their kitchens? And the moral is – attend to the little things that the Customer attaches importance to. Of course, your first task is to find out what they are!
Are you willing to accept this as a truth: just because a person doesn’t agree with you; this doesn’t automatically make them wrong? Let’s face it, we all believe we are right in the views we hold – no matter how much we might pretend that the other person has a valid point! Take this a stage further – just because the other person is actually genuinely wrong – that doesn’t make them wrong! In other words, if they believe they are right, simply by showing them the error of their ways you are more likely to antagonise than persuade. So – be careful in both what you say and in the ways you say it. And, that’s a valuable tip for almost every other point already covered in these pages!
So to the two, final, key questions:
Are you truly prepared to do whatever it takes to set the example of Customer service excellence that you can then expect others to follow? If so, think of ways to start demonstrating this. But be subtle: it isn't about: "this is how wonderful I am - you should be too". It is often about the small actions you take all the time. These can then build into a big message
And to the final question itself:
Are you really prepared to accept this great truth of Customer service? Here it is: if your Customer isn't interested in it - it's not service. No matter how great you think the way you do business is, if your Customer is focused on other areas - you should be too. At a party, would you rather spend time with someone who tells you how great they are; or someone who listens to what you'd like to say?!
If you have any questions or thoughts about Customer service, please email me at venworks@btopenworld.com. And - thank you for your interest in this subject
Powerful Customer Service Twenty Key Questions to Ask Yourself 1620 - To learn more about this author, visit Gordon Veniard's Website.
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Did you know that “b#stard fudge measure” was once a genuine term used in newspapers? Or that one UK police force created a Fast Action Response Team – and went as far as having the initials printed on their vehicles (work it out for yourself. the point is this - every business has its private language – make sure you don’t use yours on an unsuspecting Customer. If the person doesn’t understand what you are saying, it’s much easier for them just to say “no”
Do you know how your Customers really judge you? In a survey a few years ago, SAS Airlines discovered that the most important factor passengers considered when thinking about confidence in the airline was…whether their fold-away coffee tables were clean! Think about it – you don’t get to look in the engines to see if they are well maintained – but if they can’t even manage it with the coffee tables… well…! Another prime example of this – if you visit a restaurant for the first time and their toilets aren’t sparkling clean – what do you think about their kitchens? And the moral is – attend to the little things that the Customer attaches importance to. Of course, your first task is to find out what they are!
Are you willing to accept this as a truth: just because a person doesn’t agree with you; this doesn’t automatically make them wrong? Let’s face it, we all believe we are right in the views we hold – no matter how much we might pretend that the other person has a valid point! Take this a stage further – just because the other person is actually genuinely wrong – that doesn’t make them wrong! In other words, if they believe they are right, simply by showing them the error of their ways you are more likely to antagonise than persuade. So – be careful in both what you say and in the ways you say it. And, that’s a valuable tip for almost every other point already covered in these pages!
So to the two, final, key questions:
Are you truly prepared to do whatever it takes to set the example of Customer service excellence that you can then expect others to follow? If so, think of ways to start demonstrating this. But be subtle: it isn't about: "this is how wonderful I am - you should be too". It is often about the small actions you take all the time. These can then build into a big message
And to the final question itself:
Are you really prepared to accept this great truth of Customer service? Here it is: if your Customer isn't interested in it - it's not service. No matter how great you think the way you do business is, if your Customer is focused on other areas - you should be too. At a party, would you rather spend time with someone who tells you how great they are; or someone who listens to what you'd like to say?!
If you have any questions or thoughts about Customer service, please email me at venworks@btopenworld.com. And - thank you for your interest in this subject
Powerful Customer Service Twenty Key Questions to Ask Yourself 1620 - 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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