ACHIEVING EXCELLENCE IN CUSTOMER SERVICE

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The 5ft Batch of CENECO’s Customer Service Training

For this month I was able to conduct 6 Batches of Customer Service Training. For Central Negros Electric Cooperative (CENECO) alone, I was able to conduct 5 Batches and one for RIVSON Commercial.

No doubt companies do acknowledge the importance of not only providing customer satisfaction but to delight each customers they have.Let me share with you some tips in Achieving Excellence in Customer Service.

1. Make the Best First Impression
In my Training and Consultancy profession making the first impression truly is important. This axiom needs no amplification. If we do a lousy presentation the first they hire us-it will surely be our last. Meaning, trainers are just as good as their last performance. You can’t unring the bell as they say, so do it correctly from the first and good customer service is bound to lead to more future projects or sales.

2. Speed
One of the characteristics of this present generation is the inability for many to wait patiently. You will see people frowning when in a long line to wait- in a food chain, in the grocery and in any other places. People wanted speed ,especially when the customer is requesting something that’s time-sensitive. Try to respond to your customer as soon as you can. Procrastinating on a response to a client’s email, phone call or voicemail doesn’t help. If you can’t find the time to perform the task, it will be considerate of you to let them know as soon as possible so that they can make alternative arrangements.

3. Listen, Listen to Your Customers
One of the most important things to do to delight the customer is to listen to them. Listen to what their needs are, and then offer your suggestion on the best way to go about fulfilling their needs.

3.Do your Homework, Know Everything You Need to Know
In a consulting business for example like mine (INTRASPEC Management Consultancy) , we are a paid as expert. When a company pays us to do something they believe we have a high level of mastery of. Hence, we need to keep yourself up-to-date with tour profession and always be ready to answer questions your client needs to know.

4. Excellent Product Knowledge
One of the greatest benefits of having your own business is that you are the expert on your products and services. Knowledge is an important ingredient in completing a successful sale and the customer appreciates that you are thoroughly familiar with your company’s offerings.
I remember Maricar Dabao, a fellow blogger and a tour guide in Bacolod would always request for my presence each time she would bring a tour group at the Jojo Vito Designs Gallery.

5. Compassion, Put Yourself in The Customer’s Shoes
Have compassion. If you were in their shoes and were being treated the way you’re treating them, would you enjoy that experience?

6. Walk an Extra Mile
Doing more than what the customer expects would surely delight the customers. Not only will this result in an indebted and happy client, it can also go a long way in terms of keeping yourself in their mind for future projects.

7. Keep That Promise
Honoring your commitments creates credibility. If you say you’re going to do something, make sure you do it. It’s part of being a professional. If you need more time on something, you should let them know as soon as possible, not after you’ve already missed the deadline

8. Commit to Quality Service
It doesn’t matter whether is a small or big project. You should always commit yourself to Quality Service. Delighted customers will automatically become your walking endorsers.

9. Recover the Service Blunders
If you did something that didn’t end up working, you should repair it. A quick way to lose a client forever is not admitting that you are at fault and not fixing your own mistakes. You should always strive for a high-quality output; it shows that you have a high level of standards in your craftsmanship.
I remember a hotel sales staff before bringing me cake in my office just to apologize for missing some elements in one of my organized events.

10.Follow Up
An after sales follow up is usually appreciated and it may lead to further business and more customers when your attention to detail and customer service is passed on by a happy customer.

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2 Comments

  1. ay maraming businesses ang dapat mag attend nito. lalo na nag isang bank sa Robinsons bacolod.Poor service kasi 🙁

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