 |
 |
 |
the future belongs to |
|---|
 |
Home/Introduction_|_Profile_|_Courses_|_Middle East & North Africa_|_News_|_Articles_|_Products_|_Contact_|_ + Font size - |
|---|
ARTICLES
WOW!
When was the last time you said that as a customer....internal or external?
Like me, you probably can’t remember. Service providers very often let us know what they cannot do for us and are not too interested in what they can.
At a recent training event I ran, one senior manager said he spent three hours a day chasing his colleagues to do the things they had agreed to do but, in the end, did not deliver. These two people “served” each other. Did the guy who did not deliver know this? I very much doubt it!
For example, has your company strong views or guidelines for customer service?
What is your company’s customer service level goal? Do you have a company standard for turning around e-mails and telephone calls?
Something very basic but extremely important is how staff answer the telephone. First Impressions really do count.
Do you have a company standard which explains:
- Answer on the 3rd ring
- Smile as you answer
- Speak slowly and clearly
- Greet the caller with “good morning/afternoon?
Do you get good service on the telephone? I have to wait so long sometimes I wonder if there is anyone there! When they do answer, they speak so fast I do not understand what they say and everything has to be repeated!
But people come to work to do a good job, they want to excel, they want to be part of something wonderful.
Organisations can make sure they are totally involved from day one by making sure they have an Orientation to the organisation which tell them all about what it is trying to achieve...Vision...how they can help them achieve it..Mission...and how they are going to make that happen through their...Values.
If you do not have talented, creative dedicated staff on board with your thinking and mission, you cannot reach clients and customers effectively.
Anne McDougall
