Outstanding customer service is a powerful sales tool
Is that the way your customers feel? If they do, you're among 5% of American businesses. The other 95% fall short of that mark, according to Ty Boyd. For years Boyd has compiled information and spoken worldwide on the subject of customer service.
Every business has a different definition of customer service because of the diverse types of products and services. The constant among them, says Boyd, is the attributes of customer service.
Here are the 12 key attributes presented in his seminar. How many are present in your company? If you can't answer "yes" to all of the attributes below, you're losing customers to your competition. That's a comforting feeling, isn't it?
1. Dedication to customer satisfaction by every employee in the company.
2. Immediate response to the customer (now, not tomorrow).
3. Individuals taking responsibility for customer's needs (no passing the buck).
4. Do what you say and follow up immediately.
5. Agree with and empathize for the complaint or situation of the customer.
6. Flexibility to serve specific needs of individual customers (the ability to go beyond policy).
7. An empowerment of employees to decide.
8. Consistent on-time delivery.
9. Deliver what you promise before AND after the sale.
10. A zero-defects and error-free delivery program.
11. Outstanding people to serve customers and implement customer service.
12. Smile when talking on the phone.
"Write down and live your customer service policy," says Boyd passionately.
Here are some examples, presented by Ty Boyd, of American corporate leadership and innovation in customer service.
Auto Zone - Named their service "WOW Service" and they live up to it.
They have a "GOTTChA" program - Get Out To The Customer's Car and Assist.
They use the Whatever-It-Takes-To-Get-The-Job-Done-Right philosophy. Do you?
Auto Zone has high-energy, knowledgeable employees dedicated to greeting and helping customers, with a special emphasis on helping women feel informed about the products they need, never selling more than is absolutely needed. Their stores are alive and customers can feel it.
Nordstroms - Their entire service policy to employees is: Use your good judgment in all situations. Seminar attendees who had shopped there cited example after example of service way beyond the call of duty, including going to competitors to buy products they are out of or don't stock and delivering them to customers at no additional charge.
L.L. Bean - Before any employee can say "no" to a customer, he must have senior management approval. Think about that.
The philosophy is simple, legendary service builds fortunes in repeat customers. Poor service will drive your customers to your competition.
Every time you encounter a customer, try this: Measure the value (and profit) of a customer over 10 years, and you begin to look at him in a whole new way.
Ty has compiled a list of "ways to get close to your customer." Here are a few samples:
- Have top management people make sales calls regularly.
- Install a customer hot line.
- Make it a policy to return all inquiry or complaint calls within one hour.
- Set a goal to resolve every complaint within 24 hours. Then shorten it to 12 hours.
- Have your top staff/management personally answer complaints.
- Create a slogan centered around "Our Company means service." Put it on your walls, on your letterhead, on your literature, on uniforms. Tattoo it on your foreheads.
Next week: The all-important opening and closing lines.
Every business has a different definition of customer service because of the diverse types of products and services. The constant among them, says Boyd, is the attributes of customer service.
Here are the 12 key attributes presented in his seminar. How many are present in your company? If you can't answer "yes" to all of the attributes below, you're losing customers to your competition. That's a comforting feeling, isn't it?
1. Dedication to customer satisfaction by every employee in the company.
2. Immediate response to the customer (now, not tomorrow).
3. Individuals taking responsibility for customer's needs (no passing the buck).
4. Do what you say and follow up immediately.
5. Agree with and empathize for the complaint or situation of the customer.
6. Flexibility to serve specific needs of individual customers (the ability to go beyond policy).
7. An empowerment of employees to decide.
8. Consistent on-time delivery.
9. Deliver what you promise before AND after the sale.
10. A zero-defects and error-free delivery program.
11. Outstanding people to serve customers and implement customer service.
12. Smile when talking on the phone.
"Write down and live your customer service policy," says Boyd passionately.
Here are some examples, presented by Ty Boyd, of American corporate leadership and innovation in customer service.
Auto Zone - Named their service "WOW Service" and they live up to it.
They have a "GOTTChA" program - Get Out To The Customer's Car and Assist.
They use the Whatever-It-Takes-To-Get-The-Job-Done-Right philosophy. Do you?
Auto Zone has high-energy, knowledgeable employees dedicated to greeting and helping customers, with a special emphasis on helping women feel informed about the products they need, never selling more than is absolutely needed. Their stores are alive and customers can feel it.
Nordstroms - Their entire service policy to employees is: Use your good judgment in all situations. Seminar attendees who had shopped there cited example after example of service way beyond the call of duty, including going to competitors to buy products they are out of or don't stock and delivering them to customers at no additional charge.
L.L. Bean - Before any employee can say "no" to a customer, he must have senior management approval. Think about that.
The philosophy is simple, legendary service builds fortunes in repeat customers. Poor service will drive your customers to your competition.
Every time you encounter a customer, try this: Measure the value (and profit) of a customer over 10 years, and you begin to look at him in a whole new way.
Ty has compiled a list of "ways to get close to your customer." Here are a few samples:
- Have top management people make sales calls regularly.
- Install a customer hot line.
- Make it a policy to return all inquiry or complaint calls within one hour.
- Set a goal to resolve every complaint within 24 hours. Then shorten it to 12 hours.
- Have your top staff/management personally answer complaints.
- Create a slogan centered around "Our Company means service." Put it on your walls, on your letterhead, on your literature, on uniforms. Tattoo it on your foreheads.
Next week: The all-important opening and closing lines.
