Transforming the Customer Experience

Category : external customers

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Set the Expectation for Quality Customer Service

Dear Manager,

In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do.

How do you want us to act?  Is there a specific way that we should greet our customers?  What are the key phrases that you feel are important to developing the kind of customer relationship you desire?

Tell us what is expected of us. We have no way of knowing what it is you want us to do or how to act if you don’t tell us what you expect.  We all think of ourselves as pretty nice people and think that overall we deliver good service.

However, if we are going to be evaluated on the level of customer service that we are delivering, we are really taking a shot in the dark unless you’ve clearly shown and told us what the standards are.  We will follow the example of how you treat us.  When you treat us well, we know that the customers should be treated equally as well.  If you treat us poorly, we will know that you are focusing mainly on the product or service we provide, not developing a relationship geared toward customer loyalty.

Really, without specific customer service standards clearly explained to us, it will be purely luck if we are able to have customers like us.  The customer may not consistently receive the same level of service from one employee to the next if we aren’t all given the same expectations.

Best regards,

Your staff

Be Customer-Centric: Both Internally and Externally

Everyone knows the buzzword and implications of being “Customer Centric.”  It means to focus on your customers and keep your customers in mind when evaluating processes and products within your organization.  And, everyone knows that without our customers, we would not be in business at all.

However, what many companies fail to remember is that they have the most important customers within their very own walls – their own teams and associates.

Before we can even hope to meet the needs of our external customers, it is essential that we exceed the needs of our own internal customers.

Be certain that you are providing the environment necessary for your staff to learn about your company and product, receive the training that they need, and can grow and learn in the areas of interest to them.  Ask your associates frequently what types of training or education they would like to receive – be it about products, services, or internal functioning of your organization.  The more information you are willing to share and provide, the higher ownership they will feel and relay that feeling onto your customers.

As I have been trying to convey in previous posts, the deeper the relationships with your customers, the higher satisfaction levels you will find. This same principle applies to your internal customers on a much deeper level.  By taking care of your own teams, they will gladly take care of your external customers.

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