Take a look at the clock. It moves with such precision. An example of every part doing its job perfectly to keep right time.
Similarly, in business all employees ought to practice excellent customer handling and a high standard of service so that a customer experiences absolute comfort and ease while dealing with the various departments. We should perform beyond his expectation. He should not be given an opportunity to whimper or be dissatisfied.
Customer service is not the responsibility of a
particular department, as he has to interact with various sections for
his business. It is then obvious that service has to be rendered from
the time he enters till his departure and often after he departs with
excellent after sales service.
Whether one is employed in sales, accounts, as technical staff, office boy, secretary, receptionist or the director himself, the organisation has to ensure that everybody is trained in basic customer service to ensure uniform service standards. This is over and above specific handling techniques pertaining to their areas. The customer should have a smooth sailing experience and feel comfortable while dealing with the various departments.
MR.FITZGERALD ... ALL THE WAY
Let's look at a simple and basic aspect to customer handling. Imagine Mr. Fitzgerald walking into your showroom and from the moment of first contact the entire organisation has his name right. He is greeted by sales as Mr. Fitzgerald and shown the product range. The service team gives Mr. Fitzgerald a warm welcome and takes care of his queries. The accounts and cashier help Mr. Fitzgerald with his invoicing and payment formalities as though it never happened. After sales calls Mr. Fitzgerald and enquires if he were satisfied with the product. Customer relations calls Mr. Fitzgerald to make sure that he had a good experience while dealing with the organisation. The sales manager sends a thank you note to Mr. Fitzgerald. By now Mr. Fitzgerald has become a household name in the showroom.
How does Mr. Fitzgerald feel about it? He feels great after his experience with the nice people he dealt with. They all recognised him. He was so overwhelmed that, even if there were any slips it went unnoticed. He associates himself to such an extent that, should he have a grievance he can only mention but can't complain. How can you complain to someone who calls you by your name and hence must know you well?
CHAIN OF SATISFACTION
We often see scenarios where sales is very efficient and on their toes as they have to get the business. They are willing to render the best service. They ooze professionalism. Having got the sale it is now the back office to act. They have to keep up commitments made by sales and continue rendering impeccable service. The customer has to pass your area with a smile and satisfaction. From there he moves to accounts. This is a delicate and sensitive area. We would like to get our money without disturbing the satisfaction level. Keep in mind the goods or services have invariably been delivered. We are now at his mercy. If we get our money we can say, 'Phew, we made it'. Then comes after sales service. They have to ensure continued satisfaction with our product or service.
Just as a small spark is enough to light a fire, similarly, a little miss or slip in rendering good service can ruin the entire process of ensuring customer satisfaction. Irrespective of where you work, if you handle customers take excellent care of them.
After all they deserve it.
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