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A Look at Laparoscopic Bariatric Surgery
Most bariatric surgeries can be performed using a minimally invasive technique called laparoscopic bariatric surgery. During this type of procedure, the surgeons make five or six tiny incisions instead of one large incision to perform the operation....
Acne and Adolescents
It’s hard enough to be a teenager but if your teen is suffering from acne and adolescence at the same time you may have some questions. Acne and adolescence may go hand-in-hand but there are ways to improve the situation. If acne and adolescence...
Natural Ways to Treat Stretch Marks
Pregnancy is a wonderful time in a woman’s life. One aspect of child-bearing , however, may not be so welcomed. For 75-90% of pregnant women, stretch marks, or striae gravidum, can appear in the later half of pregnancy. Stretch marks do not pose...
The First Step To Curing
The first step to curing acne is knowing what type of acne you have. This information gives you precious insight to what may have actually triggered the acne outset. Once you know your acne trigger, you are one step closer to removing the acne...
What To Consider Before Having A Face Lift
Are you ready to have a face lift? Nowadays, people as young as thirty years old are having the procedure done although it is most commonly performed on females who are older than thirty-eight. The face lift, also known as a rhytiodoplasty, is...
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The Unbeatable Laws Of Customer Service
If you want to be number one in customer service, you have to do
a number of things that make you stand out from the crowd. Here
are 7 ways that will put you on top.
1. Roll Out The Red Carpet For Everyone. If there's one thing
people hate about poor service, it's getting treated differently
from others. It makes them feel inferior and second-class. Gary
Richter says you should roll out the red carpet for everyone,
but particularly those who don't expect it. "I tell my
employees, if we roll out the red carpet for a billionaire, they
won't even notice. If we roll it out for millionaires, they
expect it. If we roll it out for thousandaires, they appreciate
it. And, if we roll out the red carpet for hundredaires, they'll
tell everyone they know."
2. Take Time To Know Your Customers. The fast pace of modern
living together with advances in technology have together put a
non-human face on much of our customer service. If you can find
a way to re-connect with your customers one-on-one, you'll
strike a chord with your customers that will be like a streak of
gold. Kathy Burns remembers a time when people took time to care
and listen. "Some of you may remember, and others may have heard
stories about, a time in life when the doctor would come to your
home to check on you if you were ill. Or maybe you've heard
about going down to your local pharmacy and having the owner
greet you by name and ask how you're doing. Not only did they
ask, but they really wanted to know the answer and they took the
time to listen to what you had to say. That's customer service -
taking the time to know your customers, really caring about how
they feel, and wanting to go the extra mile to make sure they're
happy."
3. Be Easy To Do Business With. One of the problems with modern
businesses is that the systems we use to save time and money are
often devised for the company's benefit and not the customers.
As a result, the customer experience is frustrating and
difficult. Tracey Lowrance says this needs to be reversed.
"Customers expect single source service. Customers don't want to
be transferred to every unit of your business to have their
problems solved. They want to be able to do business with you
with the slightest amount of discomfort. You must be easy to do
business with."
4. Go Out Of Your Way To Make Sure They're Happy. One of the
most important things your customers want from you is a
guarantee that your product or service will work. So move heaven
and earth to make sure it does. Bob Leduc suggests you shouldn't
make people pay until they are fully happy. "Instead of offering
a money back guarantee, a service business can provide a
guarantee to solve the customer's problem. For
example, a
plumber can guarantee to come back without charge as often as
necessary to stop the leak. A landscaper can replace without
charge any plants that don't survive for at least 6 months. A
sales consultant can continue working without charge until the
promised sales results are achieved."
5. Notice What Customers See. A big part of what customers think
about you comes from what they see and believe. Personal Selling
Power noticed the following difference in two candy stores.
"Although two competing candy stores had the same prices,
neighbourhood kids preferred one store to the other. When asked
why, they said, "Because the person in the good store always
gives us more candy. The girl in the other store takes candy
away." True? Not really. In the good store the owner would
always make sure to put a small amount of candy on the scale and
then keep adding to it. In the bad store, the owner would pile a
heaping amount of candy on the scale, and then take it off until
it hit the right weight. The same amount of candy was sold, but
perception is everything."
6. Work On Everything The Customer Experiences. The customer
experience isn't just receiving the service or buying the goods.
It's about all the other little bits and pieces in-between. Such
as the manner of the receptionist, the state of the floors and
tables, the attitude of other staff, the ease of parking, the
tone of the notices, the smile or lack of it on the face of the
checkout team. Be like the Mirage hotel in Las Vegas who have a
slogan that says: "We spend 600 hours a week pampering the
plants. Imagine what we'll do for our guests."
7. Believe In Customer Service From The Bottom Of Your Soul. To
become a great service organization, you have to believe in
customer service from the bottom of your soul. It has to be part
of the way you work. Anita Roddick, founder of retail cosmetic
franchise group Body Shop puts it like this: "I am still looking
for the modern equivalent of those Quakers who ran successful
businesses, made money because they offered honest products and
treated people decently, worked hard, spent honestly, saved
honestly, gave honest value for money, put back more than they
took out and told no lies. This business creed, sadly, seems
long forgotten."
If you take time to look, there are many examples of great
customer service around you. Follow these 7 laws of unbeatable
customer service and you'll join them.
About the author:
(c) Eric Garner, ManageTrainLearn.com
For instant solutions to all your management training needs,
visit http://www.managetrainlearn.com and download amazing FREE
training software. Go and get the ManageTrainLearn experience
now!
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