How to create a customer oriented organization
This article is about the creation of a service organization.
No matter the size of your company, the key to successful customer management is infusing your company to the core with best practice principles of quality customer service. This means, that every person in the organization at any level from piccolo to CEO must have a vital commitment to deliver service. The key to ensuring excellent customer service is through your employees. Your employee creates a customer oriented organization. There are some guidelines, which are essential in obtaining a customer oriented organization, some of them are;
A) The way you treat your employees has always an impact on how they treat their customers. It has a much stronger effect, than any training can provide. It is culture.
B) Frontline-staff as well as back-office staff must gain the effort of soft skills training and technical training. Training in interpersonal and communication skills as well as process and problem-solving skills is essential to any service organization. A minimum of training to all employees must be given. In a given situation, should back office-staff as well as front-office staff be able to handle the customer to a satisfactory level. No doubt.
C) The best and strongest managers in service organizations do always get in the frontline, and shows staff, how to handle difficult customers. They do always set a perfect example. They set up and implement a service model strategy, which should be followed by all employees. The service strategy is the brain of the service organization.
D) Do always design internal and external procedures with customer convenience in mind or make a reference group of customers, invite them in - and have their word of new coming procedures in the service organization. Involve your customers to commit them to buy your product through excellent attention and service.
Monday, 23 February 2009
Kindness and Customer Service
Customer service is not an option. When you think about customer service, do you own your customer or rent your customer? Would your customer go out of his or her way to do business with you? What does this mean exactly?
There really isn't a better or best time to think about our relationships with our customers. When considering these questionable economic times and the competition for the ever-diminishing discretionary dollar, will your organization rise to the top in the mind of your customer? How can you guard yourself from customer attrition and employee turnover?
If these questions cause a moment to stop and ponder, you no longer have to wonder what characteristics the companies that rise above all have in common. Their dedication to values such as kindness in leadership, customer service and community service sets them apart from crowd. Their faithful following will make the extra time and spend the extra gas money to do business with the organization that follows these principles. Here's a thought... try a little kindness.
When was the last time you just called to check-in and say hello or how are you? It is the attention to detail and the dedication to letting your customer know that they are valued that will make a difference. In other words, would your customer continue to do business with you if they had to make an extra effort to do so? Do you make an extra effort for them? Try a little Lagnaippe Service; do something special and see what happens. The little things in life offer the biggest reward.
Dallas Teague Snider, CMP is the Founder of Make Your Best Impression and a Business Etiquette and International Protocol Consultant. She teaches workshops and seminars on business etiquette, customer service and international protocol. Book Dallas to present to your next convention or meeting. She is currently accepting orders for her new book that is a must have for every business professional. Scheduled to be available in February 2009.
There really isn't a better or best time to think about our relationships with our customers. When considering these questionable economic times and the competition for the ever-diminishing discretionary dollar, will your organization rise to the top in the mind of your customer? How can you guard yourself from customer attrition and employee turnover?
If these questions cause a moment to stop and ponder, you no longer have to wonder what characteristics the companies that rise above all have in common. Their dedication to values such as kindness in leadership, customer service and community service sets them apart from crowd. Their faithful following will make the extra time and spend the extra gas money to do business with the organization that follows these principles. Here's a thought... try a little kindness.
When was the last time you just called to check-in and say hello or how are you? It is the attention to detail and the dedication to letting your customer know that they are valued that will make a difference. In other words, would your customer continue to do business with you if they had to make an extra effort to do so? Do you make an extra effort for them? Try a little Lagnaippe Service; do something special and see what happens. The little things in life offer the biggest reward.
Dallas Teague Snider, CMP is the Founder of Make Your Best Impression and a Business Etiquette and International Protocol Consultant. She teaches workshops and seminars on business etiquette, customer service and international protocol. Book Dallas to present to your next convention or meeting. She is currently accepting orders for her new book that is a must have for every business professional. Scheduled to be available in February 2009.
Customer Service Importance
Ask any CEO of a company, president of a bank, manager of an office, minister or staff and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in customer service." It is our mission, it is our number one priority, it is our goal, it is why we are in business...," often prove to be mere epitaphs. Unfortunately, these same "customer friendly" executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.
It is a contemporary mantra of service-oriented economies throughout the world that the customer is the key to success. Yet, how many of these same people are just miming what others say or think without ever actually considering what customers want, how to deliver good service, how to develop systems that enhance customer satisfaction and create a service friendly environment. The reality is that customer service around the world, with a few notable exceptions, is either declining or stagnating. Technological developments have dehumanized service while economic pressure and high employee turnover have left customers wondering when they will receive proper service at a fair price and in a timely manner.
Why is customer service in such a "funk" - what is causing this service malaise despite the "lip service" being paid to the significance of the customer in contemporary business, government and public life? If customer service and contact with a customer or client are so important for the success of a company or organization, then why are some companies and organizations failing in this critical department?
Moreover, can a company offer good services/products at low or reasonable prices but still not meet customer demands and suffer financially as a result?
Can a company know the needs and problems of customers without having contact with them and without listening to them?
These three fundamental elements must exist and be cultivated in order for good service to flourish:
1. Expand your idea of service 2. Consider or reconsider who your customers are 3. Develop customer friendly service techniques and systems
If you master these three fundamental elements, your customer service is bound to improve and mature.
It is a contemporary mantra of service-oriented economies throughout the world that the customer is the key to success. Yet, how many of these same people are just miming what others say or think without ever actually considering what customers want, how to deliver good service, how to develop systems that enhance customer satisfaction and create a service friendly environment. The reality is that customer service around the world, with a few notable exceptions, is either declining or stagnating. Technological developments have dehumanized service while economic pressure and high employee turnover have left customers wondering when they will receive proper service at a fair price and in a timely manner.
Why is customer service in such a "funk" - what is causing this service malaise despite the "lip service" being paid to the significance of the customer in contemporary business, government and public life? If customer service and contact with a customer or client are so important for the success of a company or organization, then why are some companies and organizations failing in this critical department?
Moreover, can a company offer good services/products at low or reasonable prices but still not meet customer demands and suffer financially as a result?
Can a company know the needs and problems of customers without having contact with them and without listening to them?
These three fundamental elements must exist and be cultivated in order for good service to flourish:
1. Expand your idea of service 2. Consider or reconsider who your customers are 3. Develop customer friendly service techniques and systems
If you master these three fundamental elements, your customer service is bound to improve and mature.
Friday, 20 February 2009
Why Customer Service ?
Every business whether it is sales of products or services, depend heavily on customers. Customer Service assumes significance in that few businesses can continue to grow without a strong base of quality customer service. Customers form the foundation of any business. It would be suicidal to ignore the complaints if any by the customers. Apart from the quality of the products or services sold, the customer feedback by word of mouth, act as an ambassador for the seller/service provider. Applying the same token , after sales services/24-hour services support form the vital cog in the wheel of a successful business house.
Banks are often cited as the testing crucible for customer satisfaction and the standard of services. Here the quality of the customer service can be assessed by a single visit to a bank branch. An impatient junior officer, a service bottle-neck at the counters or imparting of wrong or factually incorrect information -all these contribute to deficiency in customer service, let alone more serious errors. Today Banks, which basically offer the same services and charge the same for common services, are preferred only on the basis of their quality of services. Customer services are given the utmost importance by most successful leading banks. They have instituted special customer response and grievances redressal systems where high-ranking officials monitor the correctness of the responses or the redressal of a particular grievance.
The standards of customer services in banks are today excellent and many business corporates like mobile phone services providers ,internet service providers, utility services and courier agents are practicing excellent standards of customer service.
It was Dale Carneigie, if I remember correctly, who once said that the Customer was Always Right. How true! Give in to the Customer arguments and then when things have cooled down sufficiently, prove your arguments to him. The customer would stay permanently loyal to you.
Customer service is no longer a mere sales jargon or sales pitch. Customers today who are very knowledgeable and demand services, cannot be sidelines or shortchanged any more. The competition is waiting to snatch away your precious bank of customers. If you fail to deliver or fail to redress in time, the loss is yours.
Banks are often cited as the testing crucible for customer satisfaction and the standard of services. Here the quality of the customer service can be assessed by a single visit to a bank branch. An impatient junior officer, a service bottle-neck at the counters or imparting of wrong or factually incorrect information -all these contribute to deficiency in customer service, let alone more serious errors. Today Banks, which basically offer the same services and charge the same for common services, are preferred only on the basis of their quality of services. Customer services are given the utmost importance by most successful leading banks. They have instituted special customer response and grievances redressal systems where high-ranking officials monitor the correctness of the responses or the redressal of a particular grievance.
The standards of customer services in banks are today excellent and many business corporates like mobile phone services providers ,internet service providers, utility services and courier agents are practicing excellent standards of customer service.
It was Dale Carneigie, if I remember correctly, who once said that the Customer was Always Right. How true! Give in to the Customer arguments and then when things have cooled down sufficiently, prove your arguments to him. The customer would stay permanently loyal to you.
Customer service is no longer a mere sales jargon or sales pitch. Customers today who are very knowledgeable and demand services, cannot be sidelines or shortchanged any more. The competition is waiting to snatch away your precious bank of customers. If you fail to deliver or fail to redress in time, the loss is yours.
Working from home in Customer Services
Companies are finding it easier to hire work at home employees to take care of their customer service needs. With the new technology, high speed internet, and the trendy networking capabilities, it is even easier to have your customer service representatives across the world from your company and the customers will never know. This opportunity is available to anyone who has a solid motivation for work from home jobs and who wants to earn a good amount of money.
Customer Service Needs
Those who want to open a business and work from home in the customer service field need to understand that the major benefit to this line of work in really for the business who hires you. In hiring a freelance worker, there is no need for added expenses in monthly leases, office equipment, and utility bills. This leaves more money open for them to pay you on an hourly basis.
By The Hour - Work From Home
The average customer service worker at home is estimated to make an average of $14 an hour. Those who are taking the same calls in a center for a company only bring in an estimated $9 an hour. The difference is the result of savings to the customer when you are in business for yourself at home. If you have needs such as medical problems or want to stay at home with your children, this hourly rate is a good way to do it. The internet is full of companies offering a customer service position and great rates to those who get hired.
What To Expect
The companies looking to hire a work from home customer service representative may require you to have certain experience or training. Most, however, will start you out at the bottom and give you the training you need. They may also ask for a background check as if you were taking on a regular position. The individual company will give you the specifics of what they are looking for and how they expect the job to be done. Some companies may also reimburse you for charges you incur with your phone or other tools and tasks needed to complete the job but this too will vary from company to company.
What You Need To Start Work From Home
It is essential that a home office for customer service contain certain items to make work more productive and efficient. First, you will need a good computer that runs the way it should and the simple knowledge of how to work with it. Second, a high speed internet connection is also a necessity to communicate and place orders and other material for the company. Third, you will need a solid phone line and an unlimited long distance plan so customers can reach you. The most important item the work at home customer service specialist needs is a positive attitude and good people skills to be able to get along with the customers effectively and with high quality service
Customer Service Needs
Those who want to open a business and work from home in the customer service field need to understand that the major benefit to this line of work in really for the business who hires you. In hiring a freelance worker, there is no need for added expenses in monthly leases, office equipment, and utility bills. This leaves more money open for them to pay you on an hourly basis.
By The Hour - Work From Home
The average customer service worker at home is estimated to make an average of $14 an hour. Those who are taking the same calls in a center for a company only bring in an estimated $9 an hour. The difference is the result of savings to the customer when you are in business for yourself at home. If you have needs such as medical problems or want to stay at home with your children, this hourly rate is a good way to do it. The internet is full of companies offering a customer service position and great rates to those who get hired.
What To Expect
The companies looking to hire a work from home customer service representative may require you to have certain experience or training. Most, however, will start you out at the bottom and give you the training you need. They may also ask for a background check as if you were taking on a regular position. The individual company will give you the specifics of what they are looking for and how they expect the job to be done. Some companies may also reimburse you for charges you incur with your phone or other tools and tasks needed to complete the job but this too will vary from company to company.
What You Need To Start Work From Home
It is essential that a home office for customer service contain certain items to make work more productive and efficient. First, you will need a good computer that runs the way it should and the simple knowledge of how to work with it. Second, a high speed internet connection is also a necessity to communicate and place orders and other material for the company. Third, you will need a solid phone line and an unlimited long distance plan so customers can reach you. The most important item the work at home customer service specialist needs is a positive attitude and good people skills to be able to get along with the customers effectively and with high quality service
Customers Expectations
At some time in my career, I learned that the standard for customer service should be to “surprise and delight” the customer. That means you must find out what the customer expects and then give the customer more than he or she expects. The following 9 steps can be used to exceed the customer’s expectations.
1. Ask the customer what he or she expects from you.
2. Based on the customer’s answer, do whatever it takes to deliver more than the customer
expects, and remember that you want the customer to be “surprised and delighted.”
3. Ask the customer if you delivered more than he or she expected.
4. If not, do whatever it takes to deliver more so that the customer is “surprised and
delighted.”
5. Once you know that you have exceeded the customer’s expectations, ask the customer if
there is anything more that you can do.
6. If the customer tells you there is more that you can do, ask what it is and do it.
7. Assume the customer tells you there is nothing more that you can do, but you can think of
something more that you can do. Do the additional thing that you thought would be of
benefit to the customer.
8. After you have done everything that either you or the customer can think of, make sure the
customer knows that it was your pleasure to work with him or her.
9. Tell the customer that you are available at any time if something comes up and the
customer needs additional service.
These steps are not complicated and are really quite simple to follow. You have the ability to make your customer happy when you do so much to meet and exceed his or her expectations. You can be proud of yourself whenever your customers are “surprised and delighted” by your good service.
1. Ask the customer what he or she expects from you.
2. Based on the customer’s answer, do whatever it takes to deliver more than the customer
expects, and remember that you want the customer to be “surprised and delighted.”
3. Ask the customer if you delivered more than he or she expected.
4. If not, do whatever it takes to deliver more so that the customer is “surprised and
delighted.”
5. Once you know that you have exceeded the customer’s expectations, ask the customer if
there is anything more that you can do.
6. If the customer tells you there is more that you can do, ask what it is and do it.
7. Assume the customer tells you there is nothing more that you can do, but you can think of
something more that you can do. Do the additional thing that you thought would be of
benefit to the customer.
8. After you have done everything that either you or the customer can think of, make sure the
customer knows that it was your pleasure to work with him or her.
9. Tell the customer that you are available at any time if something comes up and the
customer needs additional service.
These steps are not complicated and are really quite simple to follow. You have the ability to make your customer happy when you do so much to meet and exceed his or her expectations. You can be proud of yourself whenever your customers are “surprised and delighted” by your good service.
Customer Service For Executives
Everyone in a corporation should learn customer service and that includes the executives to. The late great Ray Kroc, the founder of McDonald's stated in his book; Grinding It out. That each of his executives had to spend time behind the counter of a McDonald's store greeting customers and understanding the business model in each month. He insisted that his executives never lost touch with reality and understood what their business was all about. It was about customer service he would say and he was right.
Ray Kroc used to say that if a customer is happy when they leave the store they will come back 10 more times. If they are unhappy they may frequent a different restaurant 10 more times until they forget about their bad experience. What he was driving at is that if you lose a customer you lose 10 times of what ever that sale was when they receive the bad service.
Customer service is as important today as it was back then and it will always be the quintessential part of any corporation or small business. If you cut corners on your customer service you will pay for it ten-fold. Customer service means increased sales and increased sales mean successful businesses. Customer service is the key to the health of your company and the wealth that it generates. Please consider all this in 2009.
Ray Kroc used to say that if a customer is happy when they leave the store they will come back 10 more times. If they are unhappy they may frequent a different restaurant 10 more times until they forget about their bad experience. What he was driving at is that if you lose a customer you lose 10 times of what ever that sale was when they receive the bad service.
Customer service is as important today as it was back then and it will always be the quintessential part of any corporation or small business. If you cut corners on your customer service you will pay for it ten-fold. Customer service means increased sales and increased sales mean successful businesses. Customer service is the key to the health of your company and the wealth that it generates. Please consider all this in 2009.
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