Tuesday, April 04, 2006

Setting a tone of excellent customer service

From the top of your organization down, everyone must be on board with providing excellent customer service. One place where customer service skills often get overlooked is when dealing with co-workers. Rather than viewing a peer's request as an extreme nuisance, you should treat them as if they were your most valuable customer. Great customer service can be contagious.

Imagine if your co-worker asked you to review an important document she was preparing. Let's concede that normally you would sigh internally, but verbally offer up a "sure, no problem", skim it, and then hand it back, declaring the document as "fine". Your co-worker would wonder if you actually read it at all. Instead, you could actually read through it, offer a few corrections, and then ask if your review was satisfactory. Your co-worker would be amazed at your level of service and she would most likely carry that back with her in her own actions.

One of the best quotes I've ever heard is "Never let anyone come to you who doesn't leave happier than when they first arrived".

If every call center agent in the world echoed that philosophy, customer service would be at an all time high, globally.

Just a thought for the day!

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