What makes this book unique? The message that improving customer service to the level of it becoming your competitive edge is a process--a series of things that must all be part of your plan. And then gives you a detailed, step-by-step plan that you can do yourself. Many other books focus on just one or two aspects of the service process. This book will give you all the information you need to help you improve your bottom line through improvement in your customer service.
Plus, it contains a do-it-yourself customer service training program you can use for your business and evaluations at the end of each chapter to help you rate your progress.
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What are some qualities I should look for when I hire an employee who will interface with customers? If your company is to differentiate yourself through delivering exceptional customer service, the hiring process is critical. You must hire people who just naturally want to give good service. Through a series of carefully crafted questions detailed in the book, you need to uncover the candidate's natural style. Look for people who smile a lot, use good eye contact and have a naturally pleasant voice. Then use scenario questions to uncover their basic attitudes and to see how they would handle problem customers and difficult situations.
Make a shopping list of the knowledge and skills that you know will be necessary in the job. Look to the employees you already have. What skills and attitudes do they exhibit? Then ask questions to see if the candidates have those.
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As an employee, what kind of help should I expect from my company to help me deliver superior customer service? When you accept a job where you will be dealing with customers, you should first receive a superior orientation. Does the company do more than go over your benefits and show you the phones and the restrooms? Your orientation should include extensive training in the skills of customer service and how you will use them in that particular company.
You also should receive ongoing training and remotivation. Ask what kinds of reinforcement rewards and motivation the company uses. The company should also have a system in place for you to give feedback on improvements needed in order to continually improve service levels and systems to deliver that service. And your manager should also receive training in managing for customer service.
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What are some of the things your book recommends about dealing with demanding and difficult customers? This is a critical element in developing a successful business through customer service.
According to research by TARP (Technical Assistance Research Programs) customers' loyalty drops an average of 20% after they experience a problem. But customers who complain and are satisfied are up to 8% more loyal than if they had no problem at all. So you can actually make your customers even more loyal if you handle them well. But you don't have to "give away the store" to make them happy.
If you spend some time listening, "letting the customer blow" and developing rapport with them before you try to solve the problem, they will be easier to deal with. Use phrases like, "I am so sorry for your inconvenience," "I would be angry if that happened to me too," or "I can understand how upset this situation has made you." Most businesses move straight to problem solving without spending time calming the customer. Fix the customer, then the problem. You can even say "no" to a customer in a tactful way using this technique.
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