Understand, and, if necessary, explain to others that service is the first thing your company offers to its Customers. This is true whether they are a Reader or Advertiser; regular or infrequent; a fan or a skeptic. Top companies live up to a Customer’s expectations; average or poor ones lives down to them
Every day of your life, your unintentional actions are likely to outweigh your intentional ones. So, what do you or your people say or do unintentionally to Customers that reflects how you feel about them or the service you offer? I remember once, when I worked in a bank, a Customer literally went berserk, because one of the cashiers did nothing more than shake her head and purse her lips when an “awkward” request was made. Our manager eventually had to forcibly escort this Customer from the office (seriously) as he totally “lost it” and started screaming at everybody in the bank! And all that from what was the most minor of “negative” behaviours
So, aim to develop positive behaviours when dealing with Customers - be friendly, honest, open, polite, cheerful, tolerant of different views and behaviours, sympathetic to those not as brilliant as yourself(!), fair in your dealings with others, tactful when handling awkward moments - and positive in the way your promote yourself and your company
To be excellent at anything, you must commit yourself to do excellent things – rather than simply the “average” (also known as: “doing as little as I can get away with”). How would you feel, for example, if you checked into your holiday hotel and the receptionist smiled and said: “I hope you have a truly average stay with us”. Or, the organizer of your wedding or party confidently told you: “I’m sure you’ll find everything will be okay”. Or, your hair stylist told you: “You’ll look okay with this style; it’s the usual one for somebody of your age”
Your aim should be to offer service that’s so good it would make your Customer feel guilty, or that they’re letting you down, to go elsewhere! Also, people are more comfortable with those they feel they can trust
Don't miss the final part of this series - even more powerful thoughts to help you build your levels of Customer service
Your Customers and How to Deal with Them - Part Three - To learn more about this author, visit Gordon Veniard's Website.
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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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Gordon Veniard
(Visit Gordon's Website)
GORDON VENIARD thanks you for your
interest in these articles
He has been delivering training events -
and creating and providing valuable
development materials - for more than 20
years
Gordon covers a wide range of business
communication, promotion, sales,
negotiation, customer service, leadership
and management subjects. He has worked
with major companies and organisations;
spoken at many conferences and seminars -
always adding good humor to valuable
advice
To find out more, Gordon would be pleased
if you would take a moment to visit his
new website: www.thevenwor
ks.com. You can register for his free
business tips newsletter; and download
some valuable freebies (including a
copyable, free-to-use "to-do" list)
If you have any queries or questions you
would like Gordon to answer, please email:
gordo
n@thevenworks.com
Thanks again - please enjoy - and feel
free to share - any of these articles
which are of use to you and your
colleagues
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