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The Customer Promise
The document outlines the 'customer promise' within a professional development program, emphasizing the importance of aligning customer expectations with their experiences to ensure satisfaction. Key principles include understanding customer needs, maintaining consistency, being flexible, enhancing efficiency, managing constraints, and valuing customer service staff. Continuous commitment to the customer promise is necessary to remain competitive and successful.
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The Customer Promise
- 1. 1 | MTL: The ProfessionalDevelopment Programme The Customer Promise THE CUSTOMER PROMISE Match their expectati0ns to their experience MTL: The Professional Development Programme
- 2. 2 | MTL: The ProfessionalDevelopment Programme The Customer Promise Attribution: All images are from sources where a Creative Commons license exists for commercial use. All icons are on subscription from thenounproject. All clipart is from free sources. The MTL Professional Development Programme is copyright of Manage Train Learn. The Customer Promise Introduction: The Customer Promise is what we promise to deliver to the customer and what the customer expects from us. When expectations and experience match, there is customer satisfaction. When they don’t, the customer feels devalued and let down. Find out how you can ensure that you always meet the customer promise.
- 3. 3 | MTL: The ProfessionalDevelopment Programme The Customer Promise https://pixabay.com/en/kanelbulle-bun-cake-coffee-break-2111949/ Don’t assume you know what your customers want 1. DON’T GUESS THEIR NEEDS We often think we know what our customers want when we don’t. There is a famous experiment at a conference in a hotel. Just before the break, everyone was asked to write down exactly what they wanted from the break, eg coffee, tea, biscuits, a bit of fresh air, somewhere different to go. Then the caterers were asked the same question. The results were wildly different. Don’t presume to know what people want; always ask them.
- 4. 4 | MTL: The ProfessionalDevelopment Programme The Customer Promise 2. BE CONSISTENT https://commons.wikimedia.org/wiki/File:Harlem_Micky_Dz.jpg Deliver the service and product that customers expect If you produce something that customers like, they will want the same service or product again and again. This means you must be consistent. One reason why the fast-food chain, McDonald’s, are so successful is that their product is consistent. Whether you are in Moscow, Beijing or LA, you'll get the same clean floor, the same speedy response, and the same taste of fries. That's really meeting a promise to the customer.
- 5. 5 | MTL: The ProfessionalDevelopment Programme The Customer Promise Customers don’t like rules that suit you not them 3. BE FLEXIBLE https://www.flickr.com/photos/39908901@N06/7559446146/ While customers want to know what they're going to get from you, they don't want you to be so consistent that you can't adjust to meet special requirements. For example, if you were a hotel guest and wanted to take a rest in the middle of the day, how would you feel if the rule forbade you from getting into your room before early afternoon? Excellent customer organisations make sure that they have the very best standards around but also train their staff to use their discretion to bend the rules to meet exceptional needs.
- 6. 6 | MTL: The ProfessionalDevelopment Programme The Customer Promise 4. BE EFFICIENT https://www.flickr.com/photos/wefi_official/11346198923/ Nobody likes unnecessary delays in service Delivering the customer service promise means creating a system that is as near perfect as possible. It means eliminating everything that makes life more difficult for the customer, including waiting time, delays, cancellations, unnecessary rules, waste, and untidiness. Customers don't expect to pay for your inefficiencies. In a competitive world, they will simply go to your rivals.
- 7. 7 | MTL: The ProfessionalDevelopment Programme The Customer Promise https://pixabay.com/en/summertime-swimming-swimming-pool- 1845227/ Control what you can, apologise for what you can’t 5. CONSTRAINTS AND CONFLICTS Constraints are limitations on the service that customers get. They may be out of your control, for example, the effects of bad weather, or within your control, for example, staff shortages. Conflicts are also limitations on what customers can do but are caused by other customers. For example, you may take your children to the local swimming pool for a quiet swim, only to find it is full of rowdy teenagers. Research has found that customers won't hold you responsible for constraints and conflicts if you are seen to do all you can to manage the situation and to keep everyone informed.
- 8. 8 | MTL: The ProfessionalDevelopment Programme The Customer Promise 6. IMPRESS ‘EM https://pixabay.com/en/blood-pressure-monitor-bless-you-1749577/ Reassure people that you’re working for them The “impressive” of customer service are the things that reassure us that we are getting a good service. For example, a doctor might see a patient and make an instant diagnosis. The patient, on the other hand, might not feel happy until they have been prodded and poked and been reassured with words of comfort. Impressives remind us that getting a service is as much about making the customer feel good as it is about solving a customer problem.
- 9. 9 | MTL: The ProfessionalDevelopment Programme The Customer Promise https://www.flickr.com/photos/gdsteam/8486075258/ Appreciate everyone on your team 7. VALUE THE CUSTOMER CARERS Your staff are the key players in whether you deliver the customer promise or not. That's why investing in your customer carers is the biggest investment you can make in customer care. Thomas Watson, founder of IBM, said, "All the value of our company is in its people. If you burnt down all our plants and just kept our people and our information files, we would soon be as strong as ever. Take away our people, and we might never recover."
- 10. 10 | MTL: The ProfessionalDevelopment Programme The Customer Promise This has been a Slide Topic from Manage Train Learn AFinal Word There is rarely a time when you can relax on your Customer Promise. The minute you do, you start to settle for second-best. And when that happens, you’ve lost and your competitors have won.