The diagram above, comes from Corporate Coach Group Training that transforms, describes the six step customer service cycle that needs to be implemented in order to have good customer service. The first step is to give a good greeting, when the customer comes in the building greet them with a simple “Hello” let them know you are aware that they came in to the building. The second step is to analyze customer needs, once the customer gets to the teller line or in the loan officers listen attentively to what they need. Make sure to take notes so you do not forget what they said and make them repeat themselves. The third step is to present your product solution, so once the customer has told you their needs you will find a product/service that …show more content…
I help with filing and answering the phone when the receptionist is at lunch, while I am still in college. Almost every day a Salvadorian lady, which I will call Maria, comes in, she owns a store where she sells quinceňera dresses and other products for birthday parties. She has been a customer of the banks for over ten years, but over that period there has been a lot of tellers she has dealt with. In the time I have worked and observed how they treat her I have noticed a few things. There are two tellers at the when she comes into the bank and its always the same ones, but these two tellers are very different. The first one, which I will call Sherry, always greets her but has a kind attitude face she does not smile and does not seem to have patience to take her of her. The second teller, which I will call Maddie, always greets her with a smile, ask how her day is going, and asks her how can she be helped today. Maddie takes her time assisting Maria, she helps her deposit, tells her balances, and when she is done she tells her to have and nice day and see you soon. So now when Maria comes in she always asks me is Maddie in, and if she is busy she will wait for her. Maddie is the reason she comes back and the reason she is staying with the bank. Banks need more people like Maddie to better serve the
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
“Consumers today is on the go, multitasking and reaching them is much more difficult than it used to be. Habits are changing high tech gadgets are a must and music and TV is dialed up on demand dictated by the consumers. Consumers are choosing how they want to interact with the environment on their turns. A trend that has created many challenges for companies that are seeking new customers. No longer do American Express has just a captive audience watching three networks or going to the mailbox as their only incoming source of information and correspondents. Consumers are choosing how they want to interface and interact. Marketers need to be where consumers want them. Consumers have various cards to choose from and repeat offers in the mailbox all over ruined with options and as a result, finding a good time to talk with marketers require more creativity. Today, there is too many messages, and American Express trying to figure out if anything getting through” (Kotler & Keller, n.d.).
Focus on the needs of the customer and put the needs of the employee second, follow by the need of the leader as the last so to develop and grow the relationship of the customers while strengthening the
One of the employees greeted me with a smile and asked how I was doing. Instead of just smiling back and saying I fine, I gave her a thumbs up and nodded my head in exaggerated movement. She responded by giving me a shocked look and then awkwardly smiling until i left. Inside Macy’s, i was looking at homecoming dresses and needed a fitting room. I snuck up behind another employee and asked very loudly where the fitting rooms were. SHe jumped a little and then turned around. I think she thought i was deaf because she pointed in the direction of the fitting rooms and kept loudly repeat that they were in the corner over where she was pointing. At the outlets I went to Nike and the employee greeted me by asking how my day was and I went up to him and patted him on the back, while telling him i had a good day. He didn’t respond to this, instead he kept smiling normally and greeting the people behind me. As i walking to another store, a lady standing outside said hello and I stopped and stuck my hand out. I have her a handshake and without staying anything, i left. She looked a bit confused when i left. For my last awkward greeting, I went to American Eagle and i was looking at some jeans. There was a lady and her daughter standing beside me and without looking at them, I said hello and asked them how their day was. They both looked at each other and the mom said they were doing good. Then they
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
The Effectiveness of Customer Service in ASDA Every business organisation has good and bad customer service. are many disadvantages to bad customer service and many advantages to Good Customer Service. Below is a list of Asda’s Good Customer Service requirements. Polite and Efficient Staff Good Communication skills Minimum Paperwork and Redtape Efficient Responses to Enquiries Here is a list of Bad Customer Service requirements.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .