By Paul R Timm PH.D.
Designed to get all managers and staff brooding about the little issues that may be performed to motivate buyer loyalty and increase provider.
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Additional resources for 50 Powerful Ideas You Can Use to Keep Your Customers
For more in-depth ideas on effective phone use, see my Career Press book, Winning Telephone Tips (to order call, 1-800-CAREER-1) or my 30-minute videotape training program with the same title produced by JWA Video in Chicago. com. IDEA 14. SAY PLEASE AND THANK YOU. At the risk of sounding like one of those books about “things I learned in kindergarten,” be polite. It may seem oldfashioned and some customers won’t be as polite to you, but that’s not their job. Okay, so this is not exactly brain surgery, but it is important.
Ill-informed or poorly trained employees can cost companies tremendously in lost goodwill and lost customers. The costs do not stop with the caller who is poorly handled. Ripple effects can run deep when an organization gets a reputation for poor phone call handling. Some large organizations or government agencies, for example, have earned horrible reputations among callers who cannot get through busy lines, or who face impolite or inefficient call handling, inaccurate or conflicting information, and the inability to get through the automatic switching to a live human being.
Customer perceptions are exceptionally valuable data. Only when we have a sense of what is anticipated can we exceed expectations and thus build customer loyalty. Ultimately, today’s customer service success arises from a central theme that is simple to state yet challenging to implement. The underlying theme is: You achieve customer satisfaction, retention, and loyalty by exceeding what customers anticipate in positive ways. THE CONCEPT OF A-PLUS7 I call the process of exceeding what customers anticipate A-Plus.