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Crowning The Customer
By Jacynthe de Saint-Hilaire
The Human Resources "Crowning the Customer" (CTC) program teaches employees that excellent customer service, whether external or internal, is never permanently achieved. CTC training helps to:
- Recognize the common expectations of customers.
- Build positive customer relations.
- Apply a simple process that builds customer loyalty.
- Avoid negative behaviours that destroy customer retention.
- Handle problem customers.
- Handle customer complaints.
- Maintain a positive attitude.
- Recognize that customer service is everyone's business.
- Realize that customer service is internal as well as external.
- Recognize that excellent customer service depends on supportive relationships between all employees.
In order to keep everyone motivated through regular contact and reinforcement of the ideas learned in the CTC training program, a CTC tip will appear in each issue of the Apropos. Here is the first tip:
Tip # 1
CUSTOMERS SHARE EXPERIENCES
One reason to keep customers happy is the fact that one unhappy customer will share a bad experience with about 11 other people. When those 11 people repeat the story to their friends and relatives (about five each,) you have a domino effect, and a problem on your hands. Making things worse is a natural tendency to exaggerate a bad experience. Word travels quickly through a base or wing. If the customer is really angry, they will tell about 23 people. But if they had a wonderful experience, they will only tell two. Not many, but good news is better than bad.
Let's have our external and internal customers share good news, not bad.
