How to Deliver Customer Service Like an Athlete
Copyright (c) 2008 Drew Stevens PhD
Peter Drucker once stated that the purpose of every American business is one thing - creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, "You are a customer, and I will get this repaired for you no matter what". When you supply grand slam customer service, your business costs are lower and your success greater.
Great Service Requires Great Solutions
After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.
PRACTICE ? Customer Service
-Positive First Impression - you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
-Rapport - 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
-Assess the Issue - Asking provocative questions is the only way to get to the heart and soul of every issue.
-Communication - The best communicators listen first and speak second. Athletes know when to ask and when to tell.
-Time Management - Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
-Interest - Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
-Closing on a Positive Note - Always close your calls on the positive side seeking to address any open issues and questions.
-Evaluation - Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.
No Clients are the same
You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your staff to closely align the staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.
Related Tags: excellent customer service, improve customer service, bad customer service, customer loyalty program, great customer service, customer service job description, customer loyalty definition, customer service definition of customer service, customer sa
To discover how to obtain Grand Slam Customer Service for your organization order Drew's Grand Slam Customer Service today! http://www.drewstevensconsulting.com/customer-loyalty/customer-experience-resources
Your Article Search Directory : Find in ArticlesRecent articles in this category:
- The Components of a Strong Direct Mail Campaign
Here is a quick list of what should go into a direct mail campaign to get great results.1. Create u - Call Centre Outsourcing- Best Way To Get Quality Rich And Cost Effective Work
Call centres have become a very important aspect of any business. Call centres are required to provi - Features of an Interactive Web Site Design
Interactive web site designs are in huge demand nowadays. Everybody wants a website that is both ap - Business, Necessary tips that will help you during the change of spark plugs of your vehicle
Spark plug is an item that is quite small in size but a vehicle cannot run without a spark plug. - Free Annual Credit Report: Access It For Your Financial Well Being
There are ample chances of making financial mistakes, particularly when you are ignorant about the i - Business, Tips how you can become a successful Copywriter
To be successful in any business, you need to master a few of the most important factors that he - Interact With Your Class in an Effective Way With Classroom Response Systems
Classroom Response Systems are a useful means of introducing new information to people. Most trai - A Brief History of Motorola and the RAZR
When the Motorola v3 cell phone hit the streets a while back, it represented more than just an - 4 Approaches To Directory Submissions: Which One Is Right For You?
One of the best ways to drive traffic to your site is to ensure that you have high-quality, relevan - 4 Tips For Creating A Directory Submission Strategy
Internet marketing professionals and SEO experts know that 80% percent of the traffic to your websi
Most viewed articles in this category:
- Common Financial Problems to Avoid
One must first change their habits and not procrastinate. American Consultants Inc at offers key fi - How a Bad Hire Can Hurt Your Business
What's worse - hiring the wrong person or not hiring anyone at all? Companies can become almost des - Joel Comm Is Dr. Adsense
What is Adsense? If you are new to making money online and net marketing, you may not know what Ads - 5 Steps For A Dynamic Wealth System Online
Recipe: Opportunity + knowledge + Dynamic Wealth System + Your Action = Massive Success!!! Step 1 - Membrane Diffuser Solutions for Wastewater Treatment Systems
In the aeration basin of a typical wastewater treatment plant there are both organic and inorganic m - How to Always Pitch A Strike
As business owners, we are always working on new ways to convince people to become customers, client - How To Stop Foreclosure
Losing your house to a foreclosure can be very scary. There are times when circumstances are ou - Dyestuff Industry In India And China
World demand for dyes and organic pigments to touch $10.6 billion in 2008According to a study on dye - Another Year Hating Your Job or Loving Life?
Copyright © 2007 Mary Foley I've come to the conclusion that to be successful - really successf - Cma-cgm Case : the Series of Lawsuits Continues in Syria, Lebanon, Egypt, France, England and the United States
Damietta company case : The series of lawsuits continues in Syria, Lebanon, Egypt, France, England a
