COMPLAIN HANDLING – A MANAGERIAL FUNCTION
Crisis control can be handled more efficiently and professionally when
managers have seen the problem for themselves, than waking up to
frontline reporting ten similar complaints. For, managers play a pivotal
role in making complaints less agonizing and more friendly for all, the
customer, the company and its employees.
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SERVICE IS A - P A C T ©
- If you have a good PROCESS in place you meet customer expectations.
- If your staff has a positive ATTITUDE you pleasantly surprise the customer.
- With effective COMMUNICATION you keep customers well informed and on top.
- If you perform on TIME you satisfy your customer and ...
If your P A C T is in place you delight customers.
If a business primarily focuses on these four keys areas service has to be good and satisfaction has to follow.
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LOOK!! CUSTOMERS ARE ALL AROUND YOU
Front line face customers while back up play support function. If teamwork is the secret to customer satisfaction, then back up staff also need to look around and identify their customers. If we have to satisfy the end user we cannot ignore the intermediate links in the chain. One must hence respond to the internal customer as they would to an external customer or end user for 'A CHAIN IS AS STRONG AS ITS WEAKEST LINK'.
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TEAMWORK - THE NAME OF THE GAME
An individual or department by itself cannot produce satisfaction. Customer service has various cogs in the wheel, it has its own drivers, it needs to be serviced regularly, you need to tend and care for it, for it to serve well. Unlike a machine this mechanism is more sensitive. Each part big or small can think for itself. It reacts emotionally to external conditions, that directly reflect in its output. It is human.
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Q = G(P+P+P)
This reads more like an equation. As a matter of fact
it is an equation. If you have a GOOD combination of PRODUCT + PEOPLE +
PRICE you have to arrive at QUALITY.
Quality that is born from a good PRODUCT.
Quality that comes from good PEOPLE in the company
Quality that comes in a competitive PRICE
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YOUR PARTNERS IN BUSINESS
When employer partners with employee and together they ensure a satisfied customer who brings in more business you have a healthy tri-partnership in place to keep your business growing and successful
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TURN COMPLAINTS TO COMPLIANCE
Statistics show that only 4% of dissatisfied customers tell us, 96% tell
others. Survey also shows that 70% of complaining customers come back
if their problem is solved in their favor. 95% continue doing business
if the problem is resolved immediately. In all certainty a satisfied
complainer will relate to at least 10 people about his experience and
how it was resolved.
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IS YOUR ENVIRONMENT CUSTOMER FRIENDLY?
The first impression you give the customer has a lasting and permanent
effect on business success. A pleasant environment helps customers form a
positive image of the company and confirms his future relationship with
the establishment. A prime reason why customers are drawn to an
establishment is because the environment beckons them. It is customer
friendly.
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PLAN TO SATISFY CUSTOMERS
Products and services bring in sales and reap profits, a service
strategy enhances it. A customer service strategy works on simple stages
as PLAN, IMPLEMENT, ACT, MEASURE, IMPROVE and helps make these products
and services customer focused.
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SALES HEAPS …. SERVICE REAPS
While sales bring in business, service plays a very important role in
sustaining that business. Any business grows when a sale is linked to
satisfaction. And satisfaction is derived from a combination of both, a
good product and excellent service. Service reinforces sales effort.
Service is what keeps up commitments. While sales have built customers
expectations, service has to maintain the excitement. While customers
walk in smiling, service has the responsibility of sending him not
smiling but delighted.
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CUSTOMER FOCUS - A COLLECTIVE EFFORT
The departments may seem focused on the customer but is the company
focused on the customer? Do the various sections work with empathy? What
is your service strategy? Department to customer or company to
customer?
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IF THE CUSTOMER IS HAPPY YOU ARE DOING YOUR JOB RIGHT
No two customers are alike. Given this fact you will have to amend or
alter your service strategy as the situation warrants. This can only be
done when you empower your employees. Between company policy and
customer satisfaction, let them think judiciously and take decisions.
Decisions, that leads to satisfaction of the customer and not that of
the company. For if the customer gains, then the company gains.
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HOW ARE YOU DOING?
It is not how you think you are doing, that matters. All that matters is
how customers think you are doing. His feedback is worth its weight in
gold. If it comes unsolicited hear him out carefully, thank him
profusely, think of a way to reward his good gesture, let him feel proud
that he did a great deed by suggesting, think about what he said and
improve.
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IS YOUR REFUND POLICY CUSTOMER FRIENDLY
A good and friendly refund policy speaks a lot about the establishment,
their products and their ethos in customer service and satisfaction. In
the true sense of the word 'if you REFUND the product this once and
satisfy your customer, he will RE-FUND your business for time to come
and satisfy you'.
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CAN WE ASSIGN THE SALES FUNCTION TO OUR CUSTOMERS?
It
is said that the best advocates for any business are its customers. And word of
mouth is still the best form of advertising. So, just take care of your
customers and let them take care of your business.
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LEADERSHIP PLAYS A KEY ROLE IN DEVELOPING A SERVICE CULTURE
Leadership's
involvement plays a key role in driving the customer experience initiatives in
any organisation, because they set the pace for others to maintain. A true service
culture happens when all are involved and not customer facing employees alone.
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ONE DESIGNATION FOR ALL EMPLOYEES
Often we hear 'each and every employee from the
chairman to the charwoman is an Ambassador of the company'. Well, if so, flaunt
it! Just imagine, if every employee had a business
card with 'Ambassador' printed on it with his position.
This common designation could create a bonding
for all to work with a common goal.
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ARE YOU YOUR CUSTOMER?
Being your customer helps measure your performance. Is there a problem? Is it with you or a process? How to improve or fine-tune? It enthuses to offer suggestions and improvements and gets everyone involved and contributing to enhance their area of work. Most important it helps to empathise with your customer.
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