#1: To Customers, Front-Line Representatives Are the Company.[/b][/b]
It is the front line employees that matter most to the consumers and they treat them as their employees. These are known as customer touchpoints. Front-line employees — whether they’re communicating face-to-face, on the telephone, or via e-mail—are in direct and constant communication with your customers. An investment in the skills and knowledge of these employees is considered as an investment in the customer experience.
#2: Employee Satisfaction Matters[/b][/b]
A strong link exists between employees’ job satisfaction and the quality of customer service those employees provide. And it’s a fact. It may sound obvious, but it’s worth noting: If employees aren’t satisfied on the job, they’re usually not motivated to demonstrate a high level of customer care; at best, they’ll do just enough to get by.
#3: Show Customers they’re Valued; Don’t Assume They Know It.[/b][/b]
The third key principle of customer care is to show customers that they’re valued by your company. At each and every customer touchpoint, employees should maintain a mindset of earning the business and trust of customers, never taking it for granted. But customers have needs that go beyond the transaction.
#4: Internal Customer Care is as important as External Customer Care.[/b][/b]
An internal customer is any employee who depends on the timing, quality and accuracy of a colleague’s work in order for them to succeed in their own work. Each employee’s mission is simply to demonstrate excellence with each and every task.
#5: Train Your Staff to Deliver Great Customer Service[/b][/b]
It shouldn’t be taken for granted that employees know what goes into good customer service.
Providing training in both your company’s customer care philosophy and in their job-specific service skills is a huge and all-important first step.
Once employees have been trained, it’s essential for them to be held accountable for putting their customer care skills into practice on the job.
Be approachable and welcoming.[/i][/i]
Ask the right questions to find out what your customer needs[/i][/i]
Listen carefully and show that you understand how the customer is feeling[/i][/i]
Take responsibility for meeting your customer’s needs – don’t leave it to others or blame others[/i][/i]
Treat every customer as an individual and treat them with respect[/i][/i]
Be responsive. Go the extra mile to help the customer[/i][/i]
Be reliable. Don’t make promises you can’t keep[/i][/i]
Turn a complaint into something positive by dealing with it effectively[/i][/i]
If you are helping a customer and seem to run into a dead end, try to go the extra mile. Call another store for an item they are seeking[/i][/i]
Make sure to give the customer your full attention when you are assisting them[/i][/i]
When you are dealing with a customer, be sure to make eye contact with them. [/i][/i]
Be courteous. Always be polite and courteous to your customers.[/i][/i]
Tell your customers they will have to wait for a longer period of time than you expect. The customers will think it is a great success if you can manage to see them sooner than they expected.[/i][/i]
For the impatient customers create a self service counter where from they can get their much needed things easily and quickly without they wasting time for the servers to serve them. The ones who are ready to pay extra for quick service[/i][/i]
Explain your telephone automation options, such as Interactive Voice Response, when applicable. [/i][/i]
Remind callers that they can exit the system and speak to someone when your office is open.[/i][/i]
Before placing callers on hold, obtain permission by explaining the reason why, then wait for their response.[/i][/i]
Do not allow hold time to exceed one minute without returning to callers with updates and thanking them for holding.[/i][/i]
Before transferring calls, explain to the caller why the transfer is necessary. Also, when speaking to the department or person you are transferring to, give the caller’s name and the reason for the transfer so the caller will not have to repeat the reason again.[/i][/i]
Explain “next steps” sufficiently so patients know what to expect.[/i][/i]
When closing, recap the key points of the call, confirming the next steps.[/i][/i]
Ask if there is anything else you can do for callers.[/i][/i]
Thank callers for telephoning before transferring or ending calls[/i][/i]
Make customers feel comfortable, valued, and appreciated.[/i][/i]
Treat customers with respect, empathy, and efficiency.[/i][/i]
Listen actively to be responsive and exceed customer expectations.[/i][/i]
We will provide services 'for' and not 'to' our customers.[/i][/i]
We will provide a friendly and polite service.[/i][/i]
We will be sensitive to the needs of all our customers.[/i][/i]
We will only give out facts and make sure that we are understood.[/i][/i]
We will do everything we can to help.[/i][/i]
We will respond to comments and complaints positively.[/i][/i]
We will treat everyone fairly, equally and with respect.[/i][/i]
When you have nothing to do the time spent waiting will appear much longer.[/i][/i]
Having to wait before going in to an appointment feels longer than waiting during the appointment[/i][/i]
Being apprehensive will make the waiting time feel much longer than it is.[/i][/i]
If the customer knows beforehand how long he may have to wait, the waiting time appears to be shorter.[/i][/i]
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Waiting when you don't know why always seems longer than when you have been given a reason for the delay.[/i][/i]
The greater the expected quality of the offer, the more the customer is prepared to wait.[/i][/i]
Time passes more quickly if waiting in a group than when waiting alone.[/i][/i]
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