Customer Service
Who is responsible for "customer service" in your company?
The answer is… …everyone!
Customer satisfaction keeps your customers coming back and buying from
you again and again. When everyone in your company is capable of
providing effective customer service, your customers enjoy positive
experiences whenever they interface with your people.
The cost of retaining existing customers is said to be 8 to 10 times less than acquiring new ones. Are your employees engaged in retaining existing customers or forcing you into an ever-increasing sales effort to replace the ones you’ve lost through poor Customer Service?
Ask yourself:
-
Does everyone who answers the phone to a customer, speaks to a
customer or meets a customer have the same customer-focused attitude
as I do?
- How do I ensure that they do?
Moments Of Truth
Jan Carlzon, former president of SAS, Scandinavian Air Services, took the old phrase 'the moment of truth' and applied it to business in a very powerful way.
He proposed that every critical point of customer interaction with the company is a moment of truth. Carlzon defined moments of truth as: Any time a customer comes into contact with any aspect of your business, however remote, that customer has an opportunity to form an impression.
Based on this definition, every business has its own moments of truth. What are they for your business? What have you done to ensure that all of your people are aware of them and respond in the right way to your customers?
Need help finding out? Profiles' Customer Service Perspective allows you to measure employment candidates and existing employees against your top performers and your own view of what Customer Service should be like.
Contact Profiles and let us show you how to use psychometric tests to improve your customer service.
