Our ‘Customer Service Q’ Program is designed around a number of principles relevant to a successful customer attraction and retention strategy.
- Take it personally: Customer service is all about building relationships and that’s a very personal thing. What you do and how you do it should not be a ‘one-size-fits-all’ but tailor-made based on a deep knowledge of your customer’s needs.
- Know your stuff: Your customer expects you to know not only who you are, what you offer and how things work but also everything about potential contributors to their tailor-made solutions. Information, connections and collaborations are all part of the new way.
- Choose friends wisely: You will very rarely be in control of the entire solution for your customer. There will always be a role that family, friends, other professionals, organisations and community groups could and should play. What’s important is to choose your ‘support contributors’ wisely because you’re judged by the company you keep!
- Make a difference: Know if you have made a difference to your customer. If you haven’t, then stop doing what you’re doing and do something else. This is about Results Based Accountability (RBA) and actually being able to show someone how they’re doing.
- Be trust-worthy: Trust is a product of credibility, reliability and consistency. To build positive and productive relationships you need to be worthy of your customer’s trust.
- Surprise them: Customers love it when you go above and beyond what is expected, especially in understanding them and working with them on solutions that work. You don’t have to do it every time but when you do, it turns good customer service into a remarkable experience.