Good Service Vs Bad Service
March 3rd, 2010 |
Customer Service
Good Service/Bad Service
Customer Service can be described in many ways looking through the customers eyes. Providing excellent customer service in your business is a rewarding and challenging task. Unfortunately there are all too many businesses out there doing just the opposite.
Here are some examples of the GOOD vs. BAD customer service.
- CRIMINAL is so bad that it violates minimum expectations. Eg. “I’ll call you back this afternoon” and you never hear from them again, Wrong price on products, Product spoilt or out of date, Rude staff, insulting, abrupt or just plain ignoring you
ARE YOU IN VIOLATION OF ANY OF THIS?
- BASIC is disappointing. You barely get acknowledged or a hello, No conversation, You don’t feel welcome, The staff thinks they are doing you a favor
ARE YOU DISAPPOINTING YOUR CUSTOMERS?
- EXPECTED is nothing special. Its the average, the usual the norm. Its saying, “Can I help you”? Saying thank you at the end of the transaction.
ARE YOU DOING THE SAME AS EVERYONE ELSE?
- DESIRED is something special. This is the salesperson who helps you select and suggests the best products to suit your needs, The staff show genuine appreciation for your custom, The salespeople remember your name and welcome you personally when you visit the store, Staff are happy to assist you.
IS THIS THE BEHAVIOR YOUR TEAM IS DISPLAYING TO YOUR CUSTOMERS?
- SURPRISING is WOW. This is the salesperson who asks you relevant questions, Explains the features and benefits of the product that best suits your needs, gives you comparisons, Staff enthusiasm proves infectious. You visit the store regularly simply because they boost your day. Staff value your opinions and ask your advise on how they can improve.
DO CUSTOMERS RAVE ABOUT YOU?
- UNBELIEVABLE is astonishingly great! Its walking into a store to see the staff smiling, enthusiastic, there is a vibe, music softly playing, staff advising customers with their purchase, the store is presented in a clean inviting manner, all staff are presented immaculately and eager to help. Once you have made your purchase they offer to take it to your car. They thank you sincerely for shopping with them and invite you back soon.
- THIS IS LEGENDARY STATUS ARE YOU GO THE EXTRA MILE?
Support and motivate your customer service professionals by keeping your standards consistently high. Have your business known in the community for always going the extra mile. Apply these outstanding customer service standards to your business and watch your bottom line increase out of sight.
Jenny Banks is a Customer Service Trainer and Consultant with over 30 years experience in the Customer Service Training. Jenny is passionate when it comes to Customer Relations.
If you want to learn more about improving your companies Customer Awareness, call Jenny for a free 30 minute consultation.
http://www.customerserviceexcellence.com.au/.
