Copyright © 2009 Gangadhar Krishna.
All rights reserved. www.delightingcustomers.com
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 & on top.
If you perform on TIME, you satisfy your customer and ...
If your PACT is in place, you delight customers.
Service is a PACT and PACT is around which excellent service revolves. PACT can also be an acronym meaning PROCESS, ATTITUDE, COMMUNICATION and TIME. If a business primarily focuses on these four key areas, service has to be good and satisfaction has to follow.
Process or procedure is what keeps the ball rolling from start to finish. If the chain of activities are well designed and run smoothly, focused on customer requirements you meet his expectations.
For a process to be in place and work well you require an attitude - a positive attitude. It is a positive attitude that nudges you to understand the process and work towards meeting customer requirements. Process by itself cannot do it. It requires the human element. The human element, that thinks positively and works positively in keeping the process in place. The human element that satisfies customers should there be hiccups in the process.
Many a business has breakdowns in its process or attitude due to gaps in communication. This is even more evident when frontline handle customers. Effective communication, both within the organization and to customers can overcome many a pitfalls in business. Proper communication helps develop understanding and understanding only makes one more knowledgeable. This paves the way for accommodation in processes or any shortfalls.
Time is prime. Given today's fast pace, time plays a very important role in customer satisfaction. A timely act is more appreciated than a delayed performance with excuses. On time performance holds the key for any process to be efficient, to work positively or communicate effectively and bridge any gaps.
Though there are various other facets while serving or satisfying a customer, they all stem from a PACT which form the key elements in excellent service. For, service and satisfaction revolves around your PACT with the customer. You keep your side of the PACT and customers would keep theirs in building your business.
