Six Keys to Customer Service

All customers have certain expectations about what should be a good service. And 'the personal responsibility of every employee to provide excellent customer service. Customer expectations differ from person to person, but after all, everyone expects the same things.

Customers expect:

♦ Value - Fair Prices

♦ Quality

♦ Variety

♦ A pleasant atmosphere

♦ Friendly Service

♦ Interested employees who care

♦ Attention to their needs

There are six keys to excellent customer service.

Key 1: Competence

People who love what they do usually get it right. Before a person can really begin to enjoy the work, he or she must have confidence in his ability to make every aspect of the job properly. The amount of time we take and efficiency which
see our shows doing jobs others our level of expertise.

Key 2: Knowledge

We can raise our level of competence, learning as much as possible about our own work, the functions of other departments and the total organization. The elements of job knowledge include areas such as product information,
procedures, problem solving and the ability to answer questions.

Key 3: Pride

The attitudes that we show are very important for an excellent service. An attitude of pride is that which gives employees the energy and incentive to become more knowledgeable and competent. The amount of interest and commitment we bring to the work affects the quality of service we provide to our customers.

Key 4: Appearance

First impressions are extremely important. It tells the customer how we feel about ourselves and our work. Customers noticed the care that we use in our physical appearance. They also noted the anxiety show In performing our work and the approach we use when we turn to customers. We never get a second chance to make a first impression.

Key 5: Courtesy

Customers view courtesy as a fundamental part of the service. Courtesy is the most important behavior that customers expect from us. We demonstrate courtesy by what we say, the tone we use to say, and use gestures. Through our
actions and words, it shows customers how we feel.

Key 6: Extra-Effort

The lack of courtesy makes a lasting impression poor. On the other hand, a bit 'of effort leaves the positive sign. The extra effort that you extend to customers is part of the service that keeps customers coming back. Do not always go the extra step for your customers?

Rate yourself and your staff in each area.
What are your strengths? What areas need improvement?

What measures will take action?
A score of 1 to 10 (10 being the best)

♦ Competence

♦ Knowledge

♦ Pride

♦ Appearance

♦ Courtesy

♦ Extra-Effort

Excellent customer service does not happen. It happens because you focus on leading by example and by following the six keys to excellent customer service.
Article written by Norm Bobay of hireMAX (http://www.hiremax.com). For more articles like this please visit http://www.hiremax.com ......