# Understand how you, your products and your services fit in with your Customers’ needs and values. Then talk to these areas # Understand that you are really only as good as your last encounter with the Customer - and then only as good as your next one # Never try and win a battle with a Customer - because you’ll certainly lose the war # Find ways to say “thank you” on a regular basis - without always asking a Customer to buy something else # At every opportunity, build a professional friendship with each Customer. It’s not easy, being in business in these times. Customers need every friend they can get - and will appreciate them. Be an advisor for their business; and, to an extent, a partner in it - rather than simply a cost to it # Avoid putting your own interests before your Customer’s e.g. like the person who avoids answering the office telephone because it’s their lunch hour or coffee break # Make commitments (and follow through on them) as often as you can. These show Customers the level of service you truly offer. Equally, make efforts to show Customers how much you truly value them # Understand that most Customers know more about the services you offer than you do - because they see them from the “sharp” end - and not from your "insider's" viewpoint. Customers see your company for what it truly is - not what you’d like it to be!
# Quality service is best provided by people with an almost-obsessive desire to achieve this # Be aware that what Customers tell you is not always what they tell themselves e.g. “yes that’s okay” is said to you; whilst “it’s still wrong” is said to themselves # Relations with Customers are simply the same as any relationship with another human being - no more, no less # Ask your Customers for feedback on a regular basis - don’t simply invite either compliments or complaints. Instead, aim for “how can we do better for you?” questions # Make sure you keep letting people know the benefits of doing business with you. Emphasize the gains they make The tips covered in these three articles are often about making that "small" effort that then builds into "great" service attitudes and behaviours. Go to it!
Tips for Powerful Customer Service - Part Three - To learn more about this author, visit Gordon Veniard's Website.
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