to be frank what i felt was that u have got avague idea?is it?Its true that in the present scenario where u can find lot of products where each one can be a perfect(if u can call so) substitute of other.SO the only way by which you can cut an edge over the other is by "excellent customer sevice "where customer is regarded as the "king',there comes the role of "supply chain management"
GanjlARE YOU DELIGHTING YOUR CUSTOMERS
You have the opportunity every day to build loyalty by exceeding the expectations of your internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows.
Take this short quiz as a self-assessment to see if you are delightingyour customers.
1. I understand that my co-workers are also my customers and that we are all part of a customer service chain.
2. I take ownership of my customers' problems and do everything possible to avoid having to transfer their call to another area.
3. I use my customers' name at least three times in every conversation.
4. I listen very carefully to what my customers are telling me, so that I can clearly understand their needs and feelings.
5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place.
6. I always assume that my customers are being honest.
7. I try to be flexible in order to meet the needs of my customers.
8. I try to do what is best for my customers, not what is easiest for me.
9. I smile a lot, even when I am on the telephone, because I know that my customers can "hear" a smile.
10. I look for ways to build loyalty even when I can't provide the service that my customer has requested.
If you had 7-10 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.
If you had 4-6 'True' responses, you're on your way to building loyalty but there's more opportunity to improve your service skills
If you had less than three 'True' responses, you will benefit from customer service skill training.
This articles is taken with permission from
Debra J. Schmidt, a.k.a. "The Loyalty Leader®", helps companies boost their profits by leading them to greater customer, employee and brand loyalty. Learn more at: http://www.theloyaltyleader.com/
From Malaysia , Kuala Lumpur