Front - AZ Teambuilding sro
Front - AZ Teambuilding sro
Front - AZ Teambuilding sro
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misstep or missed commitment.<br />
PUSHING TO THE FRONT<br />
11. addreSS all iSSUeS aS opportUnitieS<br />
Remember, a complaining customer is giving you a chance to keep<br />
them as a customer. They could just choose to quietly never return to<br />
your business. When they raise an issue, they are giving you the opportunity<br />
to not only correct that specific problem, but they can cause you<br />
to look at the big picture, and make lasting, significant improvements in<br />
your business. When a customer complains, you are getting a rare look<br />
into their heart and mind. You are given the gift of seeing your business<br />
from their perspective.<br />
Have you ever been a customer and been told something by the customer<br />
service representative that seemed really important to them, but<br />
from your perspective, was of little or no importance? The customer<br />
service representative spends several minutes telling you all the internal<br />
reasons why he cannot help you. You find yourself getting bored,<br />
frustrated, and promising yourself never to return.<br />
Because we are internally focused when it comes to our businesses,<br />
we often create customer service experiences in a vacuum. We may<br />
think their experience is exemplary, but from their perspective, it is<br />
only mediocre. When a customer complains, pay attention! You have<br />
been given a gift, a chance to see your business through their eyes.<br />
12. reWard For exeMplary Service<br />
We all say we want our staff to go above and beyond to take care of our<br />
customers. Then, when they do, we often reprimand them for giving<br />
a discount, or taking too long with a customer. It is true we want our<br />
team members to be fiscally smart and productive, but we also want to<br />
celebrate their dedication to providing first-class service.<br />
First, we need to appreciate their attitude and dedication to our customers.<br />
Once again, these are qualities that are very difficult to teach and<br />
should be celebrated.<br />
Second, we must consider the true value of the time they spend with a<br />
customer. After receiving service beyond compare, that customer will<br />
come back again and again. In addition, they will tell others about their<br />
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