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Crowning the Customer
By Jacynthe de Saint-Hilaire
Customer service takes place when a customer and an employee interact. This interaction can be voluntary at the time of purchase/service or forced, at times of breakdown or complaint.
Routine customer service is given in the normal course of events. Routine service occurs when a customer knows exactly what they wish to purchase, or which service they want, and it is readily available. In these cases, customer service rarely produces positive feelings, but if the product or service was provided, the service is usually satisfactory.
What can we do to make routine service memorable?
Excellent customer service should be the aim of all suppliers of products and services. It is characterized by the following:
RESPONSIVE: A timely response is important. You may think that if you delay responding to a customer's needs, they will solve their problem in some other way. While this could happen, they may choose to visit one of your competitors, and you would have missed the opportunity to serve that customer.
RELIABLE: Excellent customer service is consistently responsive, with continuously high levels of service. The only surprises that customers welcome are those that improve the service they receive, and exceed their expectations. Customers want excellent customer service, and they want it every time.
RESPECTFUL: Informed, attentive, cheerful, polite and helpful customer service representatives should treat customers with respect. Receiving excellent customer service will leave a positive impression in the customer's mind.
This article is written by Simon Buckingham, from the website www.unorg.com/customerservice.htm
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During the past year, Joan Legris, HR Manager, CFSU (E) offered Crowning the Customer sessions to more than 130 NPF employees and CF members in Europe. Locations included Naples, Italy; the UK; Belgium and various cities in Germany.
