Customer Service Week
Published by Bob Prosen October 5th, 2007 in Leadership and Business Management, Customer Service Week.This whole week was customer service service week and I just wanted to give some tips to keep in mind when it comes to customers and keeping them loyal.
Here are some key questions you want to ask:
1. What can we do to better serve you?
2. What do you want more of?
3. What do we need to do to win more of your business?
To strengthen loyalty and gain quality introductions and testimonials, your company must do the following six things well:
1. Sell reliable products and services
2. Make and meet committments
3. Underpromise and overdeliver
4. Resolve problems quickly
5. Minimize surprises
6. Follow up.
Holding everyone accountable for improving customer loyalty is key because it takes the entire company to solidify customer loyalty.
Hi Bob,
Do you remember me ? We had a quick conversation on Manager tools forum, some time ago.
I have your book always on my desk and frequently read the pages I have marked when I read it . Helps me keeping a high standard in my organization. I run two small sized companies (30 people total) in France.
I have translated some parts of your book to give them to my managers, but would prefer having a full French version! Is there any chance?
I also would like to dig a little bit more the subject of customer loyalty : how do you measure it? How do you improve it? Any documents, any books you would advice?
Another topic we are struggling with : Loyal customers who ask you to lengthen payment terms, “in the name” of their loyalty! Okay, we are not a bank, etc … But how do you deal with this kind of request?
Regards,
Cédric.