Why Customer Service Customer Service is how we: Retain Customer Get to Know him Keep in touch with him Try to ensure that he get what he want from us in every aspect of dealing Check that he is getting what we promised
Customers’ Most ImportantRequirements When he enquire about the product, give him advice promptly and courteously. Be timely and relevant in your contacts with him Make it easy for him to contact you. After the sale, don’t pester him, but keep in touch Trust him and live up to promises.
Ten Keys of Positive CustomerServiceThe Fresh and New Signal:“Fresh” and “New” are the positive signs to mostcustomers. Take a good look at your facility or operationand identify what you can do to provide the strongest “fresh and new” signal to your customer.The Neat & Clean Test:Your service or product need not to be brand new toconvey positive signals. Cleanliness is also very strongdesire of the customer.
Ten Keys of Positive CustomerServiceEfficiency: For many customers the time is of theessence. Fast response is an impression of efficiency.While it is important that staff display warm, friendlyattitudes, pleasant faces are no substitute for efficiency.An efficient response, coupled with smile, will be thewinning combination for pleasing the customer.
Ten Keys of Positive CustomerServiceReliability: The obvious place to start with reliability isensuring that the customer’s perception is there and correctwhen he or she arrives. However this is certainly not wherereliability should end. Reliability means that one staffmember says “ it will be done in 15 minutes” that workshould be done in 10-12 minutes _____not 30-40 minutes.Reliability is a combination of all these factors that gives theguest a comfortable feelings that “ this place works”
Ten Keys of Positive CustomerServiceAcceptability: People like to be accepted. Does youroperation convey acceptance or do your customers feelas though they are processed. Are they viewed asoutsiders instead of guests? Does the word “ welcome”still exist in the vocabulary of all your customer contactstaff. Rude attitude, shabby appearance and so on cantake a perfectly reliable operation and turn it into a veryunacceptable environment for your customers.
Ten Keys of Positive CustomerServiceEmpathy: Not all of your customers arrive in a goodmood. Be sure your staff are trained to deal with difficultguests and are capable to recognizing those who mighthave just been through a trying experience.Uniqueness: Because you so often hear the expression,“They are all about the same”, wouldn’t offering someuniqueness make sense? It does not have to be totallydifferent but you should have something that tells yourcustomers. Offering customers something that can beidentified with you will give your service a recognizableedge.
Ten Keys of Positive CustomerServiceClass: Class has many definitions. One of the mostapplicable to the service industry is “The ability to functionwith grace under pressure”. The handling of an irritatedcustomer by an experienced staff can be a demonstration.Class is also a feeling within the property that comes fromthe employee’s overall esprit de corps. Class is an attitudethat a staff convey to customers when he offer any service.If you have a class, your customers will know it and reactpositively.
Ten Keys of Positive CustomerServiceBeat-the-System Offer: Most of the people do not likethe regimented environment, or what “the system” offers.One technique in obtaining positive customer reaction isto make sure that your customers at least one opportunity“beat the system” during their visits. The opportunity maybe nothing more than a discount.Value: Value is a quality at a fair price. Over pricing, poorquality products, and inadequate service levels are “rip-off” signals that destroy the opportunity to offer thecustomer the strongest reason to be your customer ____value.
Why Customers Leave 10% Prefer another product or service 10% Leave for reasons unrelated to the product or service such as relocation 15% Are dissatisfied with a particular product or service 65% Don’t like the way they were treated
If You Don’t Take Care of Your Customer,如果我们不能照顾好我们的客 人 Somebody Else Will. 我们将被竞争者所取代