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Customer Service Corner
by Laurie Hinkson |
"Keep Your Promises!" The most effective tool in delivering optimum customer service is to do what you say you will do when you say you will do it. This is a surefire way to rapidly build a loyal client base. When you consistently keep your promises, your clients TRUST that you will be there for them. They KNOW you deliver on your word. Sure--you might make an occasional mistake. What company can actually deliver error free customer service 100% of the time? Occassional mistakes can often be soothed by swift follow up. An earnest and sincere apology can bridge a momentary lapse once you have earned a loyal client. Do this too often, however, and you betray your customers--sending them running to the competition.
This month we encourage you to focus on the promises your sales team is making to your customers. What about your CSRs? What areas of your business are negatively affecting customer retention through unmet promises? Set the expectation without the follow through and you commit customer service suicide. Business is actually pretty simple, isn't it? Provide something of value to the customer AND keep your promises. Exceed their expecations and keep 'em coming back for more!
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Upon the recommendation of a friend and colleague, I recently completed reading Working with Emotional Intelligence by Daniel Goleman. I found this to be a very useful read. Goleman’s work educates and inspires without sounding like a self-help quick-fix scheme. Working with Emotional Intelligence is based on interviews and studies with various business leaders and organizations. However, one doesn’t need to be a business manager or a CEO to find inspiration in this book. It can assist you in the way you interact in all relationships--personal and business. Goleman explains the importance of having “the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships.” It explains what sets star performers apart and how emotional intelligence is critical for success. I believe Goleman’s book offers relevant information to help companies achieve a high degree of excellence.
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