Page 64 - Warwickers Customers Count vflip2

Customer Service WANTS 1) Consistency: Customers want you to consistently deliver a quality product and service geared to their needs. 2) Help: Customers want you to help them and listen. Show them respect, empathise and hear their unique needs. 3) Usability: Customers want you to design customer processes with them in mind not business ease and operational efficiencies. 4) Under Promise, Over Deliver. Customers want you to deliver on your promises. 5) Ownership: Customers want you to take responsibility. Walk them through any problems to a solution. In other words, own their concern and see it to a resolution. 6) Experience: Customers want you to pay attention to the details. Use their name, call back when promised, choose your language carefully and create an experience because you are passionate about customer service and serving them! 7) Focus: Customers want you to remember it is their time and 64 CUSTOMER SERVICE CUSTOMERS WANT money. You are not doing them a favour. They are doing you one – so deliver and put them at the heart of everything you do. 8) Delight: Customers want you to go above and beyond the call of duty to deliver in a way that delights them and differentiates you. Here is a simple but powerful rule: always give people more than what they expect to get. Nelson Boswell