| "Society is always taken by surprise at any | | | | "fine print". Such is the nature of |
| new example of common sense."This Ralph Waldo | | | | credibility, and it brings customers back. A |
| Emerson quote opens one of the most | | | | credible person is worthy of confidence and a |
| impressive works on customer service: Michael | | | | company that proves itself credible gains the |
| LeBoeuf's book How To Win Customers and Keep | | | | respect of their customers, and often of |
| Them For Life. I am a fan of the book, and of | | | | their competitors. Teach people to be |
| the man, who has become a good friend and | | | | credible and you are teaching them |
| mentor. What makes such a difference in | | | | respect.AttractivenessAnything the customer |
| Michael's writing is that, while written over | | | | sees, feels, touches, hears, or smells |
| ten years ago, it remains consistent and | | | | concerning your business is shaping their |
| relevant to us today.Teaching customer | | | | opinion of your service for better or worse. |
| service should be easy. After all, it is | | | | Appearances may be deceiving, but customers |
| common sense to treat customers as we would | | | | draw a lot of conclusions about the service |
| want to be treated. Developing or delivering | | | | quality on the basis of what they see. Look |
| a program that helps people understand that | | | | at the business through your customer's eyes, |
| proves more difficult. That's because at the | | | | and make the effort to put forth a |
| core of every customer service training | | | | first-class image. Being attractive means to |
| initiative must be a clear understanding of | | | | be pleasing to the eye as well as to the |
| the motives and purpose that drives us, | | | | mind. It means having the power to attract. |
| accompanied by a clear strategy for | | | | When you teach people to dress smart and |
| delivering exceptional service that not only | | | | maintain a pleasant work environment and |
| wins customers but also helps you keep them | | | | appearance you are empowering them to provide |
| for life. Many companies have customer | | | | great service.ResponsivenessResponsiveness |
| service program in place (or at least address | | | | has to do with more than the speed at which |
| the need for one). But most focus on | | | | you provide a service. Being responsive means |
| practices rather than the principles that | | | | being accessible, available, and willing to |
| make them successful. Customer service | | | | help customers whenever they have a problem. |
| training is often driven reactively by the | | | | A responsive individual is ready to respond |
| need to solve immediate service problems. As | | | | and react to suggestions, influences, |
| a result, we fail to identify, promote, and | | | | appeals, or efforts on behalf of the |
| train employees on the core components that | | | | customer. Teach people to be responsive and |
| drive service from the heart, not just the | | | | you are preparing them to be |
| brain. No customer service program is | | | | flexible.EmpathyCustomers should be treated |
| complete until it addresses the integration | | | | as unique individuals, with their unique |
| of the following | | | | personalities, wants, and reasons to buy. If |
| components:ReliabilityConsistent performance | | | | you treat them as such and solve their unique |
| is what customers want most. They want | | | | problems, they will continue to be your |
| service they can depend on. More specifically | | | | customer. Showing empathy means putting |
| this means that they want you to do what you | | | | yourself in the customer's shoes. It means |
| say you are going to do... do it when you say | | | | trying objectively to grasp their point of |
| you're going to do it... and do it right the | | | | view, and feeling what they feel. It means |
| first time. If you can also get it done on | | | | listening intensely, asking the right |
| time, you are being reliable. A reliable | | | | questions, speaking their language, and |
| individual is worthy of reliance or trust, | | | | tailoring your services to help them as best |
| and trust builds long-term relationships in | | | | you can. When you show empathy you dig deeper |
| personal and professional life.In business, | | | | into your own self and attribute part of you |
| sports, or in any field of endeavor, | | | | to your interactions with others. When you |
| consistent, high-level performance is the | | | | teach people empathy you are helping them to |
| major difference between the runners and the | | | | really care.When these elements are in place |
| champions. Teach people to be reliable and | | | | you will see a change in the attitudes and |
| you are teaching them to be | | | | behavior of your service providers. Start |
| winners.CredibilityOne thing customers will | | | | with these principles as a strong foundation |
| readily pay for is peace of mind. We want | | | | for creating action-ready training programs |
| security, integrity, and the assurance that | | | | and you will see incredible returns on your |
| if there is a problem, it will be promptly | | | | training investment. You will also win and |
| handled at no extra cost. If we buy products, | | | | keep the customers who ultimately pay the |
| we want them to be safe and guaranteed. If we | | | | bill.Julio Quintana is a writer and speaker |
| buy services, we want them to be free from | | | | based in Weston, Florida. He is the author of |
| danger, risk, or doubt and kept confidential. | | | | the companion training guide to the |
| We don't want hidden agendas, hard-sell | | | | powerhouse classic, How to Win Customers & |
| techniques, extra charges, and contracts with | | | | Keep Them for Life by Dr. Michael LeBoeuf. |