Policies, rules and procedure in every business deter superior service. While this is important, one needs to focus more on the customer than on procedures to achieve satisfaction.
While procedures help to perform better, using rationale as per need of the hour keeps customers satisfied.Read more
How many of you and how many times, have heard this phrase? I'LL CALL BACK. How many of you are still waiting for that call back?
To satisfy customers it is said 'do it right, the first time, every time'. But if ever you need to clarify or confirm and call back, then you are asking for a second chance. Don't let that slip? Call back and capture.Read more
We have almost exhausted the direct methods to compete such as price reductions, promotions, raffles etc. Even innovative and creative ventures have had competition close to their heels. Given the situation, what something special can we offer the customer that would put us ahead of the rest? Something that he would remember us with and call us again should he need our service? It is going the extra mile.
While right or positive attitude must be the order of the day for any healthy organization, it is important that frontline and customer handling staff bring it with them to work. It is a prerequisite.
To ensure a happy customer you have to be happy yourself. It is important to work on your attitudes first. Feel good about yourself. Give a 'pat' on your back for a job you consider well done. Your boss may or may not have appreciated your efforts. Overcoming adversities and going beyond makes one successful. This is what differentiates you from the rest. A good attitude and an ability to boost your own esteem keep's you ahead of the rest. This is what moulds managers from service agents.
So long as you are handling customers, for him you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back. In fact, it is you who wields the power to make or break your company.
Also, it is not how you think you are doing, that matters. All that matters is how customers think you are doing.Read more
How many have resolved to quit working from 01Jan, put away their working clothes and retire early. If you have, then you don't have to read further. But for those who have to get to work on 2nd Jan, for those who have no choice, (I don't mean to sound depressing) I urge you to make a few resolutions you can keep and get better, by the day. If you have to work, then might as well do a good job of it.
These four simple resolutions followed diligently will only lead to a win-win situation.Read more
He seems to be a person of few words but plays a key role in initiating the process of customer satisfaction. One normally interacts with him for a brief 30-60 seconds but in that short period of time he makes you feel welcome at the service center. Having acknowledged your presence he provides respite before a service advisor can attend to your vehicle.