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10 “Must Do’s” for
Delivering Exceptional Service
When the organization
commits to delivering Exceptional Customer
Service, there are New Rules. The Organization
MUST:
1. Must hire people who have a service
attitude.
Hire the attitude and train the skill. Hire
people who enjoy serving others.
2. Must never let an untrained employee
have customer contact.
Untrained employees will lose you customers and
money.
3. Must make the customer’s time with you
an experience.
Each experience with the customer must be a
positive customer experience.
4. Must regularly inform all your
employees about what’s going on in your company.
It is frustrating for your customers to ask a
service agent of your company a question and the
response is “I don’t know.” It is your business
to know.
5. Must make every decision with the
customer in mind.
Include the customer into your decision-making
process. How will this decision affect my
customer?
6. Must make the customers an agenda item
at every team meeting.
Never forget the reason you are having the
meeting in the first place. Everything we do
within the company is about the core “our
customers.”
7. Must empower your employees to do the
right thing.
Train, train, train your employees.
8. Must install continuous improvement
initiatives.
Include customer service as part of the
company’s performance appraisal process. Within
the process, ask employees to write a customer
service improvement goal. Do not forget to write
a customer service goal for yourself.
9. Must create an atmosphere of
excellence.
Let it be known that everything you and your
employees do has to be the best, and you will
not accept less. Pay attention to the smallest
details.
10. Must continually surprise the
customer, do the unexpected.
Many customers will no longer accept poor
service; they will not do business with you. You
can increase your bottom line quickly by
training employees to do the unexpected.
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