By : Himanshu Joshi, Customer Service Professional
Activity: 5 comments 24110 views last activity : 07 06 2010 20:18:04 +0000
The ability to provide what was promised, dependably and accurately
Action strategy : Make sure that you correctly identify customer needs, promise only what you can deliver, and follow through to ensure that the product or service was received as promised
The knowledge and courtesy of employees, and their ability to convey trust and confidence
Action strategy : Take the time to serve customers one at a time. Provide service assertively by using positive communication techniques and describing products and services accurately
The physical facilities and equipment and the appearance of personnel
Action strategy : Maintain workspaces in a neat, orderly manner, dress professionally, and maintain excellent grooming and hygiene standards
The degree of caring and individual attention provided to customers
Action strategy : Listen for emotions in your customers’ messages. Put yourself in their place and respond compassionately by offering service to address their needs and concerns
The willingness to help customers and provide prompt services
Action strategy : Project a positive, can-do attitude. Take immediate steps to help customers and satisfy their needs
Actual call centre conversations !!!!! Customer: ‘I’ve been ringing 0800-2100 for two days and can’t get through to enquiries, can you help?’. Operator: ‘Where did you get that number from, sir?’. Customer: ‘It was on the door to the Travel...
Reliability: The ability to provide what was promised, dependably and accurately Action strategy : Make sure that you correctly identify customer needs, promise only what you can deliver, and follow through to ensure that the product or service...
You can use customer service as a powerful way to set yourself apart from your competition. Its one of the strengths a small business has, and by emphasizing customer service, you can compete with larger companies who may offer more variety, lower...