Satisfaction Guaranteed
By Ellien Safrina
Nowadays, I believe that passionately that is not enough today to be just a good salesperson, accountant, secretary or manager. We must strive to be the best as what we do. We must remember that we are only one bad experience away from losing any customers. That is why providing excellent service is so important. It is important for our customers to know that we want to be completely satisfied and will settle for nothing else. If we do not take good care of them, probably will loose them.
Excellence in customer service results in long-term success. That is why the best service organizations, whether they sell groceries, clean floors, or handle stock transactions always focus on pleasing their customers. If you’ve lost customers lately or are unsure whether customers are happy with your company, it’s time to review your customer service record.
Here, are the factors, ways and methods to make your customer feel like a million dollars.
- Do what you said you were going to do, when you said were going to do it, andhow you said were going to do it. Meaning here, we must put our afford and show our credibility, commitment and responsibility in making and ensuring job to be done. Not just saying, we must prove that we will ensure that the entire job will be get done once we make promised to our clients. Back in mind and always remember that clients have a lot of choices in outside and we are competing yourself in terms of other vendors.
- Offer your customers at least one service they cannot get anywhere else. We as a training and consultancy provider, we must show or prove to our clients that we are providing an effective and efficient that they can’t found it in others training provider. We will fulfilled their needs and make them satisfied with them.
- Don’t be afraid to lose money to satisfy a customer. Short-term losses can equal long-term gains. It means that, sometimes we must and need to give discount price or promotion rate to our clients instead of putting a higher price and yet client will feel not comfortable to dealing with us again.
- Response time should be measured in minutes, not hours. This is very important factors because in terms of time management and time consuming that clients can feedback to us and it also show our efficient in providing service. We shouldn’t waste and make clients wait for a long time in terms to feed back them. In one second it can be lots and big changes happened.
- Never tell customers “that is not my job”. Customers will feel that, we are really or too busy to get things done for them or we can’t assist or help them to a certain area. Because it’s very important for us to ensure that every calls either from existing or new clients will be answered accordingly, normally clients will have no time to calls us so many times or they will assume that we are to busy to assist them.
- Rapport is not developed over the telephone. Face-to-face interaction builds long-term business relationships. We must always keep in touch with our clients to make them feel so important to us.
- Communicate, Communicate, Communicate. Any problems or matters can be settled if there are two way communications and discussions in two parties.
- Listen, Listen, Listen. To satisfied clients needs, we as a salesperson or a trainers as well as a consultant must always look in different ways in terms of can accept other parties’ opinion or suggestions because sometimes we don’t realize that it’s really useful for our business in the short term and long term period.
- Follow up, Follow up, Follow up. Anything we do in business, we must make or do follow up. This is a very effective way whereby we can actually know our status either we can closed the business with the clients. If not we can’t ever get business in short while or only in short time.
- The customer is always right. We don’t ever argue with clients because in real facts customers are always right.
Last updated - 1 June 2006