Customer care is about addressing three sets of requirements:
• Customer
• Staff
• Organisation
These requirements are interrelated, i.e. it is more difficult to deliver consistently high standards in customer care if the needs of both the organisation and the staff are not taken into account
Customer Requirements
• Excellent personal service - feels valued, listened to, treated as an individual
• Products that meet expectations
• Encouragement to express views and give feedback
• Effective relationship with the organisation
• Problems and complaints are handled effectively
Staff Requirements
• Effective management style
• Suitable working environment - pay and conditions / tools for the job
• Relevant training to develop skills
• Career potential
• Clarity of role / job description
• Performance standards and appraisal systems
• Sense of involvement / value
• Open communication
• Teamwork
• Rewards / Recognition
Organisational Requirements
• Mission statement
• Corporate structure
• Feedback and communication systems
• Profit
• Human and technical resources
• Demonstrated commitment
Who Are Your Customers?
If you are not serving the customer, you should be serving someone who is. Harmonious relationships with customers and colleagues are essential to service success, because providing outstanding customer service is primarily a team effort. For excellent customer service to exist it has to be practised on an internal basis
The What And The How
The "What" is the material and the "How" is the personal element. To be outstanding, organisations must deliver excellence in both material and personal service. Customer service is no longer just a question of interpersonal skills
The difference between you and your competitors is achieved when expectations are exceeded. Doing the unexpected, going the extra mile, moves us from meeting expectations to exceeding expectations
How To Delight Customers:
• Be enthusiastic enthusiasm is the driving force of quality service. Customers do not just want products they want products plus enthusiasm
• Be professional the word professional does not go with the job it goes with the person
Be The Best
• Someone, somewhere has to be the best at this job - why not you?
• Decide to be outstanding
How To Be The Best
• Use positive self talk - e.g. tell yourself 'Everyday in every way, I get better and better'
• Don't be ordinary
• Develop a 'How can I do it better?' mind set
Today Everyone Sells
In a successful company the number of sales people equals the number of employees
• Everyone sells something - either products, services or the image of the company
And Finally: How To Help Yourself Sell
• Pay attention - give people the benefit of your attention
• Customers like to give their business to those who show they want it