Today's Business Lessons
Customer service pays
I
have travelled to many cities locally and even to cities outside our
country. Wherever I go, I find that our customer service is always
superb. The good nature, natural warmth and friendliness of our people
make us excellent in the field of service.
Maybe it’s because our customer training programs are better compared
to others. And now that the world has become smaller and foreign
companies can come freely and compete with us as next-door neighbors, we
need to continuously upgrade our level of customer service.
Is customer service important? You bet it is. Customer service is the
lifeline of a business. But customer service goes beyond the typical
“good morning” greeting, the eye contact and the smile.
Let me tell you a story.
One afternoon, a waiter served a bowl of chicken soup to an elderly
gentleman. When he turned away to return to the kitchen, the customer
stopped him, “waiter!”
WAITER: “Yes, sir, is there something wrong?”
CUSTOMER: “The soup. Taste it.”
WAITER: “I beg your pardon, Sir?”
CUSTOMER: “Taste it.”
WAITER: “But, Sir, I can assure you that this soup is excellent.”
CUSTOMER: “Taste it.”
WAITER: “Sir, the soup was made from the finest ingredients.”
CUSTOMER: “Taste it!”
WAITER: exasperated, “All right, Sir, I’ll taste it.”
Then he asked, “Where is the spoon?”
To which the customer replied triumphantly, “Ah ha!”
The quality of products and services, the availability of stocks, and
the moment the customer wants it: all these constitute customer
service.
If you want to extend exceptional customer service, then here are the
following words you need to remember. From a book called “Customer
Love” by Mac Anderson. Let these words be deeply engrained in your mind
and heart.
The 10 Most Important Words: “I apologize for our mistake. Let me make it right.”
When something goes wrong, most people merely want to be heard and
acknowledged. So listen, apologize, then ask what you can do to make it
right.
The 9 Most Important Words: “Thank you for your business. Please come back again.”
Repeat customers cost less than new customers and are often more loyal.
The 8 Most Important Words: “I’m not sure, but I will find out.”
It’s okay if you don’t know the answer; it’s not okay to make the customer keep searching for it. That’s your job.
The 7 Most Important Words: “What else can I do for you?”
Be prepared to go the extra mile, there’s less competition there.
The 6 Most Important Words: “What is most convenient for you?”
Your customers will be pleasantly surprised when you ask what’s convenient for them.
The 5 Most Important Words: “How may I serve you?”
This question reinforces your role in the relationship. Play that role the best you can.
The 4 Most Important Words: “How did we do?”
Feedback is critical. Your customers have a unique perspective, and they appreciate being asked.
The 3 Most Important Words: “Glad you’re here!”
Customers who feel welcome spend more time, more money and are more likely to return.
The 2 Most Important Words: “Thank you.”
Basic manners, but how often do you get thanked when you’re the customer?
The MOST Important Word: “Yes!”
Become a yes person.
So, what do we have here?
This guideline is as basic as loving and serving your neighbors, and even biblical in nature.
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