Customer
service is an integral part of our job and
should not be seen as an extension of it.
A company's most vital asset is its customers.
Without them, we would not and could not exist
in business. When you satisfy your customers,
they not only help us grow by continuing to
do business with you, but recommend you to
friends and associates.
The
practice of customer service should be as
present on the show floor as it is in any
other sales environment.
The
Ten Commandments of Customer Service
1.
Know who is boss. You are in business
to service customer needs, and you can only
do that if you know what it is your customers
want. When you truly listen to your customers,
they let you know what they want and how you
can provide good service. Never forget that
the customer pays our salary and makes your
job possible.
2.
Be a good listener. Take the time
to identify customer needs by asking questions
and concentrating on what the customer is
really saying. Listen to their words, tone
of voice, body language, and most importantly,
how they feel. Beware of making assumptions
- thinking you intuitively know what the customer
wants. Do you know what three things are most
important to your customer?
Effective
listening and undivided attention are particularly
important on the show floor where there is
a great danger of preoccupation - looking
around to see to whom else we could be selling
to.
3.
Identify and anticipate needs. Customers
don't buy products or services. They buy good
feelings and solutions to problems. Most customer
needs are emotional rather than logical. The
more you know your customers, the better you
become at anticipating their needs. Communicate
regularly so that you are aware of problems
or upcoming needs.
4.
Make customers feel important and appreciated.
Treat them as individuals. Always use their
name and find ways to compliment them, but
be sincere. People value sincerity. It creates
good feeling and trust. Think about ways to
generate good feelings about doing business
with you. Customers are very sensitive and
know whether or not you really care about
them. Thank them every time you get a chance.
On
the show floor be sure that your body language
conveys sincerity. Your words and actions
should be congruent.
5.
Help customers understand your systems.
Your organization may have the world's best
systems for getting things done, but if customers
don't understand them, they can get confused,
impatient and angry. Take time to explain
how your systems work and how they simplify
transactions. Be careful that your systems
don't reduce the human element of your organization.
6.
Appreciate the power of "Yes".
Always look for ways to help your customers.
When they have a request (as long as it is
reasonable) tell them that you can do it.
Figure out how afterwards. Look for ways to
make doing business with you easy. Always
do what you say you are going to do.
7.
Know how to apologize. When something
goes wrong, apologize. It's easy and customers
like it. The customer may not always be right,
but the customer must always win. Deal with
problems immediately and let customers know
what you have done. Make it simple for customers
to complain. Value their complaints. As much
as we dislike it, it gives us an opportunity
to improve. Even if customers are having a
bad day, go out of your way to make them feel
comfortable.
8.
Give more than expected. Since the
future of all companies lies in keeping customers
happy, think of ways to elevate yourself above
the competition. Consider the following:
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