LOYALTY - What makes a Customer Service Organization?
(Copyright 2009; Benjamin Goh, www.bensglobal.com)
L for List and Define what extraordinary customer service really means.
O for Organize customer activities to create opportunities to ask customers what extraordinary customer service really means.
Y for Yield to a corporate culture where critical customer information are freely shared within the entire organization.
A for Allow your people to be extraordinary.
L for Lay out clearly the commitment from management, share it and reward top performance.
T for Take patience on hand and expect no magic overnight.
Y for Yield to a road ahead filled with bumps and react accordingly.
...and a final note. "Build customer loyalty, not just satisfaction" ...When you apologize for problems and really listen, you build a relationship.
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