The seven deadly sins in delivering customer service
THE SEVEN DEADLY SINS IN DELIVERING CUSTOMER SERVICE
Sin 1. Taking customers and colleagues for granted
All of your customers are important, internal or external, irrespective of who they are. Every member of your team is important in delivering customer service they need your support and encouragement. Try to make each one feel special and show them that they matter to you, every time you see them or speak to them.
Sin 2. Ignoring customer or colleagues needs
This sin committed everywhere: standing chatting to colleagues while customers wait for service. Ignoring colleagues' requests for help or taking a telephone call just to avoid dealing with the issue. What is more important to you than customers or colleagues?
Sin 3. Blaming the system, the ‘if only', management or computers
You are on the frontline with your customers whether they are your staff, colleagues or the general public and that means they will complain to you from time to time. Do not blame others, the system, the 'if only…'… or any other external factor. Take responsibility yourself, you have the authority to deal with most matters and the duty to provide your customer with a solution not an excuse. Be honest, admit if you are in the wrong. Try always to come up with a positive response.
Sin 4. Failing to meet customer and colleagues expectations & exceed them
Every business is a customer service organisation which means you must deliver. You cannot have ‘off' days. Your goal should not be just to meet customer expectations but to exceed them and that means high quality service at all time to everyone.
Sin 5. Failing to respond positively to a complaint
If someone complains, and this includes colleagues, then, however unreasonable their complaint appears, your duty is to respond positively.
To dismiss the complaint as trivial or give the impression that you don't care will prevent you from seeing the real opportunities to turn a negative situation into a positive one. A big mistake!
Sin 6. Being rude to customers or arguing with collegues in front of them
No matter how provoked you are, you are the role model for all colleagues to follow and a representative of the agency as a professional organisation to all people you deal with. Never be sarcastic, never be rude even if the customer is in the wrong.
Sin 7. Forgetting your internal customers
How can your colleagues do a good job for you and their customers if they are unsupported, taken for granted, ignored or treated in a different way to external customers. The truth is every business needs and expects excellence in Customer Service across, between and from everyone involved.
Think customers all the time – inside and out.
THE CUSTOMERS IS NOT ALWAYS RIGHT BUT MUST BE MADE TO BELIEVE THEY ARE EVEN WHEN GTHEY ARE WRONG
Sin 1. Taking customers and colleagues for granted
All of your customers are important, internal or external, irrespective of who they are. Every member of your team is important in delivering customer service they need your support and encouragement. Try to make each one feel special and show them that they matter to you, every time you see them or speak to them.
Sin 2. Ignoring customer or colleagues needs
This sin committed everywhere: standing chatting to colleagues while customers wait for service. Ignoring colleagues' requests for help or taking a telephone call just to avoid dealing with the issue. What is more important to you than customers or colleagues?
Sin 3. Blaming the system, the ‘if only', management or computers
You are on the frontline with your customers whether they are your staff, colleagues or the general public and that means they will complain to you from time to time. Do not blame others, the system, the 'if only…'… or any other external factor. Take responsibility yourself, you have the authority to deal with most matters and the duty to provide your customer with a solution not an excuse. Be honest, admit if you are in the wrong. Try always to come up with a positive response.
Sin 4. Failing to meet customer and colleagues expectations & exceed them
Every business is a customer service organisation which means you must deliver. You cannot have ‘off' days. Your goal should not be just to meet customer expectations but to exceed them and that means high quality service at all time to everyone.
Sin 5. Failing to respond positively to a complaint
If someone complains, and this includes colleagues, then, however unreasonable their complaint appears, your duty is to respond positively.
To dismiss the complaint as trivial or give the impression that you don't care will prevent you from seeing the real opportunities to turn a negative situation into a positive one. A big mistake!
Sin 6. Being rude to customers or arguing with collegues in front of them
No matter how provoked you are, you are the role model for all colleagues to follow and a representative of the agency as a professional organisation to all people you deal with. Never be sarcastic, never be rude even if the customer is in the wrong.
Sin 7. Forgetting your internal customers
How can your colleagues do a good job for you and their customers if they are unsupported, taken for granted, ignored or treated in a different way to external customers. The truth is every business needs and expects excellence in Customer Service across, between and from everyone involved.
Think customers all the time – inside and out.
THE CUSTOMERS IS NOT ALWAYS RIGHT BUT MUST BE MADE TO BELIEVE THEY ARE EVEN WHEN GTHEY ARE WRONG
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