Principles of Customer Service
Ultimately there are only two things that drive all businesses regardless of the product or services they provide. First is the perception of the customer, and the second is the perception of the employee.
First your customer wants something. Then they decide the values that are important price, quality, service, and speed. Third then they look for companies to solve their pain. Fourth they find and locate you…. and then and only then will they spend their money.
So which comes first? The perceptions of your company in the mind of your customers or the money your customer spends with you? Clearly it’s perceptions that make the difference. The same thing is true for your employees. First they decide to leave, because their perception of what they want with you changed, and then they leave.
The important point is that it is a perception that drives your business and not the tangible indicators that are traditionally the measurements of success. The “Sale” does not drive your business. It is the sum and result of the perceptions your prospects have of you. It comes after the fact.
So how do you measure your business? Sales dollars? Gross profit? Inventory? On-time delivery? Dollars Receivables? All are important but they are the trailing indicators of success. The “leading” indicators are the perception of your customers and your employees before they spend their money or their time. It has been demonstrated that 85% of the company’s market value is derived from the intangible assets of your business such as brand image or customer satisfaction… and that all perception.
How are you measuring this critical indicator? The true measure of success for your business is based on the balance of both leading and trailing indicators. “You treasure what you measure.” Measure a balance of all the indicators of success to have a true reading on how well you are doing. Be proactive not reactive. What is your plan to collect this vital information? Are you conducting a customer service survey of your customers or just hoping people will tell you what they think? See your TalentValue advisor for how to collect this critical knowledge of your customer.
How to create an environment dedicated to great customer service?
5 Steps to Friendliness and Great Customer Service
- Say Hello
- Say Thank you
- Look Them in the Eye
- Smile
- Go the Extra Mile
Friendliness doesn’t happen by accident. It is a conscious thought and action by one person to make someone else happy and pleased. It is a genuine acknowledgement that someone else is around you and is your way of showing your appreciation. It is taking the time to show someone that you care and that he or she is important to you. It is a welcome that reaches out and pulls the other person in. It is treating each and every person in a courteous and respectful manner. Friendliness comes from the inside of you, but is demonstrated by how you act toward others.
Friendliness may or may not be found in other companies, but it is critical that any company that wants to be known throughout the community as a welcoming and friendly place to shop. You make the difference in whether this is a fact or only a wish. Our customers observe in your actions and behaviors and determine whether to return again another day. Friendliness comes from the pride that you take in yourself, and the pleasure you get from serving the people around you.
The 5 Steps to Friendliness and Great Customer Service is an important part of meeting the expectations of our customers. Each step is a common sense approach to dealing with each and every person who comes into your organization in the friendliest way possible. You make the difference in whether this is a fact or only a wish. People are aware of the way that you act and the actions you take. The 5 Steps to Friendliness and Great Customer Service outlines what the customer expects of us.
Your TalentValue adviser is especially focused on showing you really practical ideas about how to create GREAT customer service.