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Actual for You - Edge Out the Competition: The 7 Keys to Service Excellence
All the talk today is about managing change in organizations. Leaders talk about it like it is really something one can ‘manage’. Everywhere I go I see consulting practices with change leaders and much of what comes out the other end, is only slightly better than the snake oil salesmen of time gone by. So what is up with managing change?The first thing to realize is that you cannot manage change you can only preferably lead or manage people. There is no such thing as organizational change, there is only people change. Organizations are large groups of people, yes organized in a particular way to accomplish a particular task, but they are still people. Right here is where most organizations, especially large ones, stumble when it comes to change.Imagine with me you are looking straight at an iceberg, a huge iceberg. If you could look straight at it you’d see a small tip on top, above the water and a huge bottom, probably at least three to four times the size of what is floating above the water. I
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers j
Business incorporation is a form of legal arrangement open to any business. There are advantages and disadvantages to the corporate form of business which is why you need to consult with your lawyer and accountant to determine if incorporation is the form that you require. The differences refer to liability and taxes. The profits of a corporation are taxed at the corporate profits tax rate. The part of corporate profits that the stockholder, or owner, receives is called dividends. The stockholder pays taxes on the dividends at the individual tax rate. Therefore, dividends are a part of corporate profits that are subject to double taxation. This is one of the disadvantages of the corporation.A corporation is a legal entity in its own right. It has all of the legal rights and responsibilities of a legal person. It is responsible for its own debts. This means that the corporation’s credits can not file against the assets of the stockholder, only against the assets of the corporation. The most t
Successful companies do what others have failed to do in this discipline we call business! They take advantage of the most dynamic opportunity open to the business owner or decision maker. They vow to become the best customer service provider in his or her industry. They realize that customer service not only drives customer sales; but also drives repeat consumerism and ultimately bottom line profitability.
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a foundation for ultimate failure in your industry?
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s consumer expects appreciation for choosing you as the winner of their valuable dollars. There are many competitors out there competing for their money. Your goal is to assure that they not only chose you; but consistently come back to you to build a strong foundation to your business!
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers ju
Quarter-turn fasteners are those that are used with panels and components that have to be opened rapidly and easily for preservation or substitution. Since there are many options available for the head of the fastener, a quarter turn fastener provides protection from vandalism or theft. The main component of the Quarter Turn Fastener is the stud that is fixed in a clip. These fasteners are called quarter-turn fasteners, because of their rapid way of opening. This makes it easy to reach the location of technical trouble.A Quarter Turn Fastener consists of a stud, fastened with a clip of choice, a removable panel and a carbon steel clip, permanently fastened to a frame that can be opened by turning the stud one quarter. This makes the stud jump out of the clip. For places where it is impossible to make a quarter-turn, there is a push pull stud available.Quarter Turn Fasteners are usually used in inspection hatches, panels, switchboards in car manufacturing, aircraft industry, shipbuilding, railway
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a foundation for ultimate failure in your industry?
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s consumer expects appreciation for choosing you as the winner of their valuable dollars. There are many competitors out there competing for their money. Your goal is to assure that they not only chose you; but consistently come back to you to build a strong foundation to your business!
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers j
As the manager of a business, you are constantly looking for ways to improve the many aspects of your company. Of course, there are a myriad of ways to accomplish this. To increase profit margins, you might look to lower product costs, make distribution more efficient, or lower overhead. No matter what you do, however, nothing will be as effective as it should be unless you first establish an effective brand.What Brand IsIt seems that the term "branding" is being bandied about a lot these days, so before we go any further, let me explain what branding is. While some of you may think of it as the buzzword au jour, others may understand its importance, and yet others may find it utterly confusing.The single most important thing you can do to increase your profits is to be sure your brand is up-to-date, accurate, and pertinent. Once you have done that, you must promote your brand everyday in everything you do. When it is consistently promoted, it not only builds awareness of your product or
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers j
The current minimum wage in the United States of America is $5.15 per hour and some believe it should be much higher. In fact the city of Chicago wanted to mandate that the employment wages could not go less than $10 per hour and some agreed. Recently the United States Congress and the United States Senate voted on a minimum-wage bill, which they did not pass.Now each side of the aisle is blaming the other side for not allowing the minimum-wage law to pass. However from a free market standpoint the minimum wage should be zero dollars per hour. Yes, you heard me right the minimum wage should be zero. In other words there should be no minimum-wage law and that is the truth about minimum wage. With unemployment rates hovering between 4.6% and 5% we simply do not need a minimum-wage law.If an employer does not pay the minimum wage in those employees will find work elsewhere and therefore competition will dictate price. Those employers who pay more dollars per hour will end up with the best wo
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers j
Web based call centers form one of the top solutions for customer interaction using the latest technologies. These are call centers utilizing web based technologies to advertise products or services provided by a company. They are mainly focused on incoming calls.Call centers transformed into dot com companies or engaging in web-based customer care solutions is the cheapest solution for web based trading or e-commerce. As the name indicates, call centers communicate mostly via telephone. Nevertheless, many centers realize the importance of using the web. Together with call center facilities, web sites can handle trading services smoothly. It is seen that 40% of call centers partially or completely use web based customer care services.One of the benefits of web based technology is that the Internet provides endless business transactions, regardless of incoming and outgoing contacts. In most virtual relationships, a customer and a service consultant usually end up telephoning each other. Using the
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and take care of customer concerns. After all, without the customer, you would be a non-entity.
Convenience is assuring the product is assessable when the customer wants it. The enormous success of the corner convenient store is affirmation that consumers will pay a bit more for the convenience of not having to go out of his or her way. The more work customers have to do to access your product or service, the less profits you will see and the more likely that the competitor who aptly plans for effective ‘placement’ in their marketing strategy will get those crucial consumer dollars.
Quality is consumer expectations of high standards in the product or service provided. Although cost is a large factor in the marketing mix, the average consumer will pay a bit more for high quality merchandise. However, make no mistake about it – even if the consumer does not pay excessive dollars for a product or service, they still expect some level of quality performance.
Competence is knowing your business, your product or service, and your customer. Consumers want to know that when they have questions, you have the answers. Be sure that anyone who answers your business line or who greets your customer is knowledgeable about what you do and how you do it. Incompetence drives customers to competitors. The wise competitor will be ready to receive them.
Consumers buy products and utilize services for one reason only – Gratification. Gratification is that psychological satisfaction we talked about earlier. Consumers expect their lives to be improved by your product or service. If your product fails to gratify them, it will be the one and only time that they purchase your product or service. Remember, consumers have a large (very large) memory bank when they are disappointed. Don’t make promises you can’t keep and keep those you make.
Sincerity is the ability to make the consumer trust and believe in your product or service. That means they must trust and believe in your. In this day and age of massive competition for almost every product imaginable, I consistently tell my clients that the customer is not buying your product or service, they are in actuality, buying your impression upon them. If they like you, they will do business with you; if they don’t, they won’t. Also, commit to memory this customer service law: Everyone who has contact with your customer is your Customer Service Specialist and impacts your bottom line. Assure that the impact is profit making not profit breaking.
Integrity is being honest with your customers. The average consumer may want things simple, but is, by no means, a simpleton. There is nothing wrong with the statement, “I don’t know” as long as it is followed by, “But, I will find out and get back with your immediately”. Customers prefer frankness over double talk. The things that will make your customer run post haste to the nearest competitor is the perception that you are ch
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