Customer Service:

It's Not Just a Department, It's An Experience - October 2008

 

Welcome to the first issue of "Customer Service: It's Not Just a Department; It's an Experience." What better time to launch this newsletter than to coincide with Customer Service Week, October 6-10.

During this special week, your organization can:

  • Boost morale, motivation and teamwork
  • Reward frontline employees
  • Raise companywide awareness of the importance of customer service
  • Thank other departments for their support
  • Let customers know about your commitment to taking care of them


Whether you call them customers or clients, it doesn't matter. It's how you treat them that does.

Sit back, relax, and enjoy this edition of "Customer Service: It's Not Just a Department; It's an Experience." Your customers and clients will be glad you did.


In This Issue:

Customer Service: Whose Job is It?   |   Satisfied vs. Loyal   |   7 Tips to Keep a Customer for Life



Customer Service: Whose Job it It?

Who is taking care of your customers? You'd like to think your employees are. But just how well are they taking care of them?

Customer service is not a department. It is the responsibility of every employee, from the CEO to the janitor, and it must be practiced every day, in every customer interaction.

Customers have a choice where they spend their money and who they do business with, and that choice could be strengthened or challenged with every interaction.
How are YOUR actions and those of your employees affecting that decision?






Satisfied vs. Loyal

Customer service nuggets.....

Although your customers won't love you if you give bad service, your competitors will.

The customer's perception is your reality.

When you serve the customer better, there's always a return on your investment.

Satisfied customers will shop anywhere. Loyal customers will encourage others to buy from you, and FIGHT before they switch. Which would you prefer to have: Satisfied Customers or Loyal Customers?

What is a satisfied customer? One that felt OK about dealing with you. Their needs were met. The product or service was OK. The experience was OK. They were satisfied with their purchase or the service you provided. They may or may not refer someone to you. Their overall feeling about you is between neutral and positive, and their experiences with you have not been negative. Not bad, but not great.

What is a loyal customer? One who feels GREAT about doing busines with you. Their needs were met and/or exceeded. Your delivery was GREAT. The service was GREAT. The experience was GREAT. They will proactively talk about the experience. They will proactively refer others to you. Their overall feeling is wonderful and their experiences with you have been memorable.

Which would you prefer?




7 Steps to Keep a Customer for Life

How hard is it to get a customer? Last time I was shopping at Wal-Mart, they didn't have an aisle filled with them (well, actually, they did, but they weren't for sale, they were shopping too!). Customers typically aren't lined up outside your place of business waiting to do business with you. And your phones probably aren't ringing off the hook with them calling to buy your products. If they are, you can stop reading now. However, if customers are important to your business, as they are to most, once you get them, you want to make sure you hold on to them, preferably for life.

Following these tips will put you on the path of "keeping customers for life!"


  1. Be enthusiastic! If you want to WOW your customer, the way to do it is with enthusiasm. Let them know you are happy to help them and happy that they have chosen to do business with you.
  2. Use your customer's name. Dale Carnegie once said, "There is nothing sweeter than the sound of one's own name." Using the customer's name shows you are interested in them.
  3. Smile. Even if you're on the phone, and especially when you're on the phone. A smile can actually be heard over the phone. You will sound friendly and interested in what the customer is saying.
  4. Listen. Pay attention to what they are saying. The customer should have your undivided attention the entire time they are on the phone with you, or in front of you in your business.
  5. Express empathy. Doing so lets the customer know that you heard what they said and that you have a genuine interest in helping them.
  6. Ask them what else you can do to help them. Show interest in them and their needs.
  7. Thank your customers for calling or coming into your business. There are plenty of other companies that do what your company does. And yet this customer chose to do business with you. Let them know you appreciate them and their business.

Customers for life is not a myth. It can and should be your reality. By following the tips above, you can create customers for life and turn them into raving fans. And raving fans always tell other people about their experiences. Isn't that what you want?

 




In Conclusion...

If you have a customer service question or a topic you would like to see explored, please send us an e-mail and we will address it in a future newsletter.

I hope you enjoyed this edition of "Customer Service:
It's Not Just a Department; It's an Experience". If you did, please forward it to a friend or colleague who wants to hold on to their customers too!

Until next time, take good care of your customers, or someone else will! See you next month!

Sincerely,
Randi Busse

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631-598-5598

 

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