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Informative Articles

Blocks to Customer Focus
Despite all the proclamations, catchy advertising slogans, and customer service publicity, service levels have improved only marginally in the last few years. As Harvard Business School professor, Rosabeth Moss Kanter, puts it "Despite the...
Finding Hidden Telecom Savings on Customer Service Records (CSRs)
Every thorough telecom audit should include a careful study of the customer service records (CSRs) available through your Local Exchange Carrier. Routine analysis of your CSRs will undoubtedly result in thousands or even tens of thousands of dollars...
Getting And Keeping Customers
This is why you have a site in the first place, right? The idea is to make money, to get customers and keep them. There are some things you are going to have to do to accomplish this. Take a good, hard look at your website. Are there pictures of...
How To Prevent Fraudulent Credit Card Transactions
What Are Possible Signs of Fraudulent Transactions see at Web Hosting Companies? Customer wants to pre-pay for a year Domain Name Registration for 5 years or more Orders using free email address providers like Hotmail, Yahoo,...
Reaping The Amazing Benefits of Writing E-zine Articles
Marketing on a budget is tough. This is a universal truth that all small business owners face. The most effective small business frugal marketing strategy available is writing and submitting articles to web sites, e-zines, magazines and...
 
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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CafePress.com : Help Desk : Customer Service
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
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