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<table border="0" cellpadding="3" cellspacing="1" width="100%" class="forumline"> <tr> <th class="thCornerL" width="22%" height="26">Autor</th> <th class="thCornerR">Wiadomość</th> </tr> <tr> <td width="22%" align="left" valign="top" class="row1"><span class="name"><a name=""></a><b>ddkity84</b></span></td> <td class="row1" height="28" valign="top"><table width="100%" border="0" cellspacing="0" cellpadding="0"> <tr> <td width="100%"><img src="http://picsrv.fora.pl/subSilver/images/icon_minipost.gif" width="12" height="9" alt="Post" title="Post" border="0" /><span class="postdetails">Wysłany: Sob 8:46, 26 Lut 2011<span class="gen"> </span> Temat postu: The ABC of Superior Customer Service</span></td> </tr> <tr> <td colspan="2"><hr /></td> </tr> <tr> <td colspan="2"><span class="postbody">If you want your front-line staff to remember the essentials of customer care,<a href="http://louis-vuitton-handbags-outlet.info" target="_blank" class="postlink">louis vuitton purses</a>, there&rsquo;s no better way to teach them than with the ABC of Superior Customer Service. <br />A is for Attention to Detail. Because when customers know you care passionately about the little things,<a href="http://miu-miu-bags.info" target="_blank" class="postlink">miu miu bags</a>, they&rsquo;ll know you care a great deal more about the big things. B is for Benefits which is all your customer wants you to tell them. C is for Complaints, your free marketing service. D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds. E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer. F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you&rsquo;ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.” G is for Going Out Of Your Way, just like the engineer who took a 50-mile detour on his way home from work just to deliver a phone to a customer who had been waiting all day for it. H is for Hi-Tech,<a href="http://hermes-bags.info" target="_blank" class="postlink">hermes pursess</a>, Hi-Touch, because when things get complicated, that&rsquo;s when people want the personal touch. I is for Ichiban, the Japanese word for “wanting to be the best”. J is for the customer Journey, which you must know every inch of. K is for Kaizen, another Japanese word which means “continuous improvement”. L is for Loyalty, which you buy by engaging their minds and piercing their hearts. M is for Moments of Truth, those hundreds of opportunities every day to turn their heads. N is for Now For Something Extra, that ends every customer interaction on a high. O is for Observing your customers&rsquo; needs before they know them themselves. P is for the Pride that staff feel when they know they&rsquo;re in a valued profession. Q is for Quality: of product, of service, of manners, of courteousness. R is for the golden Rule: the customer is always right, even when they&rsquo;re wrong. S is for Sincere Smiles, that aren&rsquo;t false but melt the coldest hearts. T is for Tact, the one thing your customers will notice but you must pretend not to. U is for Underpromise and Overdeliver, the simplest way to make someone&rsquo;s day. V is for adding Value because there&rsquo;s nothing so precious as your time, your care and your attention. W is for the Wow Factor, when you stop them in their tracks. X is for Xtraordinary service that is out of this world. Y is for Your Mum Was Right, because it&rsquo;s all about respect. Z is for a good night&rsquo;s Zzzzz&rsquo;s after a great day&rsquo;s work. <br />Practise these attitudes and skills, and you&rsquo;ll love your job and your customers will love you.</span></td> </tr> </table></td> </tr> <tr> <td colspan="2" height="1" class="spaceRow"><img src="http://picsrv.fora.pl/subSilver/images/spacer.gif" alt="" width="1" height="1" /></td> </tr> </table>
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