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 © 2008, Business Influence, All Rights Reservedwww.businessinfluence.com.au 
Delivering Great Customer Service
By Darren Bourke – Director of Business Influence Pty Ltd 
 
Have a clear understanding.
First things first. Make sure you and yourcustomers have a very clear understanding of what you will deliver. This is notthe area to gloss over, mention quickly or avoid. Slow down and define theexact service or product that you'll deliver. After you think it's fully understood,confirm it again.
Commitment.
Delivering great customer service consistently is all aboutcommitment....from both parties. I actually have a Commitment Statement thatI issue to every new client. It outlines what I commit to doing and what theycommit to doing. It is a very powerful tool that demonstrates how serious I amabout commitment.
Respect.
Respect your customers and it will almost always be reciprocated.This respect extends to the way in which you treat their staff and theirsuppliers. If you do this genuinely and consistently, and your respect is notreturned, you need to assess your relationship. A disrespectful customer chipsaway at your mojo and affects you in interacting with good customers. It canbe hard to do, but move on from these people.
Passion.
Passion is contagious. Everyone gets a buzz from being with peoplepassionate about their work. Deliver your passion at a volume that matchesyour personality.
Share.
Share, share and share more. No-one on this planet truly ownsanything and most "new ideas" are simply "old ideas rebranded". So don't betoo precious about what you share but do be surprised at how much you getback.
Trust until deceived.
I believe that we all should trust until deceived ratherthan being a total closed book. When we are closed, opportunities andabundance can not get in. Of course, have a safety net but remember that youwill get burned occasionally - but they only get you once!
Meet expectations.
We either meet expectations or we don't. Don't trickyourself here. Be dedicated to delivering on your promises 99 times out of100. We all fail to deliver occasionally and how you interact with yourcustomers in this situation often defines the relationship. Report the bad newstruthfully and in advance of them discovering it themselves. Apologise andexplain what and when you will be doing to rectify it.
Be open. 
If I was to recommend whether to be open and transparent orclosed and protective, I could only choose the former. Customer service is allabout the relationship. When you are closed, there is no possibility of arelationship.
 
 © 2008, Business Influence, All Rights Reservedwww.businessinfluence.com.au 
Be proactive. 
The customer wants you take control of them being serviced.They are seeking an experience within your interaction. Proactive people don'twait for inspiration, they listen to the request, ask questions and take controland accountability.
Do more.
One of the major giveaways of people who consistently providegreat customer service is that they do more than the other guy. Think of waysyou can do more and do it. Every day.
Smile. 
This should be more obvious (and more common!) than anything else.A smile breaks down walls. I remember when MacDonald's staff used tosmile to greet me and always asked a consistent relevant set of questions.Now they don't. And I notice it. Every time.
Don't let money become a problem.
But it often does I hear you say. Mostmoney problems can be eliminated by comprehensively discussing monetarymatters up front. Money should be covered off verbally and in writing at thestart.
Care.
It's very simple - you either care or you don't care. If I don't care, andfake it, you will know I don't care. If you don't care, do something elsebecause it will ultimately destroy you.
Truly engage in the relationship.
Engaging is what happens if you care. It isworking on the relationship right from the start and doing everything in yourpower to shape and influence it in a positive way.
Participate.
Don't stand on the sidelines waiting to be invited in. Businesspeople are so busy and focused they can't even see who's not on the field.Impose yourself on the contest!
Introduce others to help.
There is no greater satisfaction that introducing asolution above and beyond your product or service. It builds trust and loyaltyand complements your offering. People will talk about you.
Be constructive.
Don't allow yourself to be recruited by the "ain’t it bad club".These people gossip and focus on negatives and innuendo. Choose to alwaysbe fair, constructive and positive in your output.
Be consistent.
People like individuals that are consistent in their moods andbehaviour. They don't have to second guess how you will behave on anygiven day and know what to expect from you.
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