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A Well-Oiled Strategy Machine
Yes, that’s what public relations really is when it tracks important external audience perceptions and follow on behaviors. And again when it does something about those perceptions and behaviors by reaching, persuading and moving to actions you...
Call Center Customer Service Practices
In a company that provides outsourcing services, a set of best practices must be imposed. This statement holds true in the place of call centers since it is important to note that there must be a certain set of call center customer service practices...
George Washington University is gomembers’ latest hosting customer
[Herndon, VA] gomembers, Inc. (http://www.gomembers.com) is pleased to announce that The George Washington University (GWU: http://www.gwu.edu) has elected to switch to gomembers’ hosting center for their membertrak/ce and etrak system. "We are...
Home-Based Business Start-Up: 7 Tips For Lowering Your Fear Factor
Instead of thinking about your start-up fears, let's focus on something more interesting like; free home-based business opportunities, and free advertising. This new thinking will greatly increase your confidence in being the boss. By Bruce...
Small Business 'No' How - Don't Give Away the Farm
You're pretty proud of yourself! After all, only four months ago you came up with the idea of opening your own business - "Jenni's Interior Design" Your friends have always said you were gifted when it came to arranging furniture and picking out...
 
Delighting Customers - Three Solutions to Make the Difference*

Customer service is the holy grail of most service and product organisations. Yet there are three basics that are vital to go further - to delight your customers...

The radio show I was listening to was debating the reasons for rude and offhand customer service. I had to share with them the three simple reasons for poor customer service (interestingly, they let the phone ring out and cut me off after a while, so not so special customer service at their end!).

So here are just three simple reasons - none of which are the fault of the person giving the customer service!

So then, three simple reasons - and solutions...

1. Firstly - the wrong people are recruited for customer-facing roles. Retail (my background), is tough - some customers are tough and it is not as attractive a proposition to some people as an easier number in an office. So recruiters panic and take what they can get - often the wrong people to face customers.

*Recruit 'people' people for your customer-facing work*.

2. Secondly - management quality is frequently poor. Here, often again due to poor recruiting (because there is a big shortage of good managers in the UK), the wrong people get recruited into management - they are not 'people'people either.

Managers need to deliver results, sure, but they also need to use their employees in the very best way - by coming alongside them and working together, utilising their special skills and squeezing the very best from them.

Yet, in a way in which the employee loves the work. It is


fun, fulfilling and their environment is conducive to enjoyment.

*Recruit sharp managers, especially those who have the very best 'people' skills*.

3. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

Organisations are much more demanding, to meet the requirements of shareholders profit needs, and use multi-tasking to drive productivity.

Focusing on three tasks at once means they can't give their total focus to delighting customers by building great relationships with every one of them. There is a place for multitasking, but other jobs must very clearly come second to customers.

Personally, I think multitasking is actually less productive, but that's me.

*Give your customer-facing people the complete freedom to focus on customers*.

I never heard whether my comments got aired, though they did ring me back, the signal got lost. All that free advice, lost forever - except to reader here, of course! Focusing on my loyal 'customers' :-)

About the author:

© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).

 

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Customer service - Wikipedia, the free encyclopedia
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Customer Service Week - The Celebration Source
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