10 guidelines to attend
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10 guidelines to attend

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TECA - 2013 /2014

TECA - 2013 /2014

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10 guidelines to attend 10 guidelines to attend Presentation Transcript

  • TECA 10 GUIDELINES FOR SUCCESSFUL CUSTOMER SERVICE
  • As with any service establishment, it is very important to portray a favorable first impression with your customers. It is important for the survival of your organization to have as many favorable first impressions as possible. Did you know that, on the average, it takes approximately six favorable impressions to overcome one unfavorable impression?
  • 1. TREAT THE CUSTOMER THE SAME WAY YOU WOULD LIKE TO BE TREATED! Provide the customer with the same level of service you would expect if the roles were reversed. View slide
  • 2. ANTICIPATE AND ACCOMMODATE YOUR CUSTOMERS’ NEEDS! A nationwide study asked people what they wanted most as a customer. Approximately 70% indicated that they wanted their needs and desires met prior to having to ask. View slide
  • 3. MAKE THE CUSTOMER FEEL AT HOME! Make your customers feel at home by being courteous and allowing them to feel comfortable and appreciated for doing business with you.
  • 4. ALLOW THE CUSTOMER TO GET THE BEST VALUE FOR THEIR MONEY! Customers look for two things: The quality of the product and the quality of the service.
  • 5. ACT TO SOLVE ANY AND ALL COMPLAINTS AND PROBLEMS TO THE CUSTOMER’S SATISFACTION! It is not the fact that the customer has experienced a complaint, but the way the complaint was handled that will determine if they will return or not. Handle each complaint in a courteous and professional manner and to their satisfaction.
  • 6. ALWAYS BE WILLING TO DO A LITTLE EXTRA! Go that extra mile to satisfy a customer by always providing excellent service at all times.
  • 7. ALWAYS SMILE, BE FRIENDLY AND COURTEOUS, AND MAKE EYE CONTACT WHEN SPEAKING TO THE CUSTOMER! This shows the customer that you care about their needs and are glad that they are doing business with you. By providing these services to the customers, they will be more likely to do business with you again.
  • 8. NEVER ARGUE WITH THE CUSTOMER! Remember: The customer may not always be right, but the customer will always be the customer. There may be times when the customer is wrong about a certain situation. It is important that you never tell them that they are wrong, but to apologize for their inconvenience and assure them that you will do everything in your power to accommodate them. Again, it’s the approach that is important more than the actual incident itself.
  • 9. LISTEN AND HANDLE ALL CUSTOMER PROBLEMS IN A PROFESSIONAL MANNER! Listen with not only your ears but also with your eyes. Make good eye contact so that they are assured that you are listening and care to solve their problems.
  • 10. IF YOU CANNOT ASSIT A CUSTOMER, DIRECT THEM TO SOMEONE WHO CAN! Never leave a customer unattended. If you don’t know where something is, find out!
  • In summary, excellent customer relations in business and industry today is vital. All other establishments offer nice products. It’s the service that will make the difference!!!