It’s a dog-eat-dog customer service world. Which means companies that deliver the best service wins, and the ones that don’t die. Do you want to be a survivor? Then figure out the service your customers want and then deliver it!
Here’s what customers are looking for.
- Did you make a strong service commitment and then follow through?
- Did you exceed your customer’s expectations?
- Did you under promise and over deliver?
- Do you convey trust, skillfulness, and confidence?
- Do you know the features and benefits of your products?
- Do you know how your company works and when and to whom to refer a customer to another person or department?
- Do you listen hard to the customer in order to define the person’s problem?
- Do you know how to quickly solve the most common requests or problems?
- Are your web site, brochures, catalogs, etc. appealing to the consumer?
- Is your office or store well laid out, well lit, and clean?
- Do you dress appropriately?
- Do you know how to assess the customer’s emotional state and how to respond effectively?
- Do you treat customers as individuals, not numbers?
- Do you treat customers with empathy, while remaining objective?
- Do you respond quickly to customer service requests?
- Do you set appropriate deadlines for service delivery?
- Do you meet your deadlines?
- Do you acknowledge customers who are waiting while you’re busy serving another customer?
Adapted from: “Marketing Services: Competing through Quality,” Leonard Berry and A. Parasuraman