Customer Service ? What it can be and the difference it can make ...

Customer ? What it can be and the difference it can do

When I speak of customer service, I remember how some people in northern India, the Hindi-speaking belt of UP and MP to pronounce it. They say, ?March KashT-service. ? Now ?KashT ?in Hindi means? difficulty ?. And ?March? means to die. Thus, the literal translation of ?KashT-March? would be (say KashT-March) means ?to die slowly with difficulty.? Not a nice thing to say, but that?s what some people in the business of providing services to their customers seem to say (Kashtmars).

customer service is about

customers, not on content, technology or the industry in which these clients operate. It is a very important thing to understand and accept if one does not fall into the trap of feeling that something our industry is so unique that the lessons learned in the airline, hotel, BPO, IT or Hospital companies are not applicable to us. If we treat people, the lessons learned in any industry that have to do with the people apply to us and we would be foolish to ignore them. Customers and people and people think holistically. When we experience bad service on board a plane in comparison with equal success (although sometimes unconsciously) to the general standard of service we are accustomed in our own environment and feel bad about it proportionally. If we have a country like Singapore, where the quality of service is generally much higher than we tend to feel very unhappy about poor service. But someone from another country where service standards are generally quite low, they can find the same service to be acceptable because their expectations are so low to begin with. When you meet on board the flight service, we do not compare to our experience on other airlines. Even people who fly for the first time to feel dissatisfied with poor service. So the lessons are transferable.

In my customer service great view is a combination of two things: a genuine desire to serve and to some key elements (tools). Let?s look at each one. Attitude

: When I think of an attitude of customer service I remember when I went to Singapore in 1994. I was there to teach a course skills by joining GE in Asia. I reached my hotel by about noon and have had lunch and rested, decided to go out at night to see the city. I left the hotel and stood at the curb waiting for a taxi. It came along in less than 2 minutes and then it happened. The driver pulled up, got out of the car kept running (it does not walk, he trotted) around the back of where I was, opened the passenger door at the back and me into the cabin with a fanfare. I realized I was in the presence of something special and quietly getting in. The interior was immaculate and felt some mild pleasant scent. I sat waiting for the next act of the play. And he was there. He told me that I was sitting in the cab, ?This is the newspaper today to Mr. and a little water if you are thirsty. I hope you are comfortable. ?I said I was and thanked him. He closed the door respectfully, trotted (again it does not work) back in his seat and said, looking me in the rearview mirror,? Where can I take you sir I said, ?I will not go anywhere. I want to stay here so I can enjoy the experience of being in your car. ?

I still remember that incident 16 years later, like it was yesterday. The point is that he was an ordinary cab driver who had never attended a single class training in customer service. He was in a business where customers usually have the least expectation of service and are interested in not being deceived to pay more than their due. Its customer base is with him for probably the earliest opportunity of any service, just a few minutes it takes to drive to the destination of the customer. And generally, it would probably never see that customer again. Yet here was a man out of his way to be nice to customers and give them an unforgettable experience. Why?

The only answer I have is because of service for him was to know who he was. Not who was the client. Neither I nor anyone I know would expect, demand, let alone a taxi driver to go out and open the door for them, or keep drinking water (sealed bottles) and newspapers of the day in the car or to keep the car in an absolutely impeccable state. After all, we?re used to crappy taxis and as long as it is not terribly dirty, we do not give a second thought. He did what he did because he saw his service as the setting, not because he thought the client was reckless or want to or required. It was his pride in his work and his desire to serve. Let me give you another example. In 1997 I lived in Bangalore and wanted to buy a Maruti 800 car. I called a number I found the number of the agency that funded the purchase Maruti. A lady answered and the conversation went like this:

Hello

?This is Car Finance Citibank. How can I help you? ?

? Hello. I?m looking to buy a car Maruti 800 and want to know if you finance it. ?? I?m sorry sir, we fund only Opel Astra ( four times the price), but if you hang on a minute, I get the number of the company that Maruti. ? Once again, I knew I was in the presence of someone with this attitude the key ? the desire to win customers. So I waited. She came back online in less than a minute. ?This is the number Sir. And if you change your mind and decide to buy an Opel Astra, please give us a call. ? She knew perfectly well that I was not a client Opel Astra but she always said that I do not feel bad about not being able to afford a luxury car.

Once again the power of attitude.

So the first thing I would ask all those who have to deal with a client in any type of business to all is: ?Do you really make this work? And if you want to do, how do you do? ?

Is this a? Ah! Here?s another ?one, kind of thing, or is it a? Well, since I?m here I may as well do away with. ?Or is it,? Another fantastic day for me to provide some services to customers they have never seen before. I love the look on their faces as if they can not believe their own eyes and ears. ?

Which applies to you

It?s really that simple.

What if you?re not the No. 3 type of person

Well, you have two choices, change your job or you change

.

Changing your job can be neither feasible nor is it easy to find a job where you do not have to deal with people. There are jobs such as feeding crocodiles in a zoo, but not falling as vacant unless the charger slides into the pool. So like it or not you will to deal with people. So what should you do?

Here is what you should do:

Standing in front of a mirror and tell yourself, it?s the best job I could do it because I get to make a difference in someone?s life. Now what is more interesting than that? I was at the airport in Hyderabad and wanted to use the toilet. I went into the room and found that the toilets were cleaned. The man does the job saw me and said, ?Please Sir give me a minute. Then he not only cleaned the toilet but he sprayed deodorant and then took some cloth and dry the toilet seat. Will make a difference in my life? You can bet he did and I made sure I gave him the greatest trick he would have received in time. While going through his attitude and quality of service should be a stingy person without shame for him to pass without emptying their pockets in his hands. Again, I do not think that the man has ever seen the inside of a training class customer service. While standing in front of your mirror and tell yourself, ?I want to make a difference in someone?s life today.? LEAD : Look, empathy, accepting responsibility, Do Something Listen: Listen to the customer. Listen to what they say and how they say it. Sometimes it?s not the words of the customer, but his tone of voice or body language that gives the listener good, the true message. Empathize: Put yourself in the client?s skin. How would you feel if someone did what you or someone in your company is your customer? The reason it was made is irrelevant. What he had to suffer what the customer is aware. Let me give you an example. I was in San Francisco at the Marriott Hotel, arriving there by a late night flight at midnight. I had requested a nonsmoking room, as I am allergic to cigarette smoke. When I went to the room at almost 1:00 I found it reeking of cigarette smoke. I complained, but the person at the desk told me they had no other rooms. I was furious, but there was nothing I could do, I slept better than I could. The next morning I had to leave early for work. When I returned, I was greeted in the lobby of the hotel manager who took me to another room, this fragrant and asked me if I liked it. I said I did. She then asked if she could have moved my luggage there. I agree. Then (only then) she told me: ?Sir, I apologize for the problem you had last night. We had booked a non smoking room for you, but unfortunately it seems that someone had invited one else in the room who smoked and if the room smelled of smoke. We did not know until too late and there were no other non-smoking room available last night. I blocked the first room that has fallen vacant this morning and it?s here. My apologies again. ?The beauty of this response was that it was first solved my problem and then (only then) gave me the explanation of what happened. It was clear they were empathetic to my problem. They did not try to remove it or pretend that it was not really a problem and they did not try to justify or explain. They addressed and resolved and then explained why it had happened once the problem had been solved. Accept responsibility: Accept the fact that the client?s problem is really your problem. It?s something we do not see too fast, and act as if the problem has nothing to do with us. It?s our problem because it is causing our customers to be dissatisfied. And one unhappy customer is much our problem. Then your own responsibility and not send the client to someone else. This is one of the biggest aggravations that customers face, being shunted from person to person and having to repeat his story again and again. Do something: Take action. You must act. Do not tell the client what to do. You will do. And let him know what you are doing and how it will solve his problem. The reports are periodically essential for customer satisfaction. People do not like being left in the dark. So tell them. Anticipate problems: It is a known fact that in most cases it is the same as the tendency to go wrong again and again. Therefore identify the three or four key things that tend to go wrong most often and have predefined answers for them. To do this, it is essential to document what happens in interactions with your customers so you can correctly identify what is wrong more often. Preset answers remove the stress of interaction and to ensure the quickest recovery from failure. Research shows that customers who had a problem that was solved and are more satisfied than those who did not have a problem tout.Moments truth: Identify and monitor your moments of truth. A ?moment of truth? is defined by Jan Carlson, former CEO of Scandinavian Airlines, who first used the term in the context of customer service that when a customer or potential customer comes into contact with n ? any aspect of your operation and has the opportunity to form an opinion. If you know what is the point of contact and can not control the interaction so that the customer experience is positive, then you have an operation winner. If you do not know what your moments of truth are and where they occur or do not have control over them, then you have a losing operation. It?s that simple. But knowing the moments of Truth and control is a matter of rigorous measurement and documentation, most organizations are unwilling or unable to do so they blunder along and create unhappy customers and lost business and in some cases go sous.Conclusion

customer service is great concern about

; be genuinely concerned for the customer. It?s about pride in your own operation and your own identity, wanting to be the best. It is you want to add value to people?s lives, to see the value in the service. It?s about being an astute businessman, recognizing that pays you and ensure that / it is not only happy to do, but simply delighted that you are there to serve them. Excellent customer service is the only guarantee for the survival and growth, and the only insurance and cover against bad times. Customers can not remember what you did. They remember how they felt. This is the key.

& Founder President Yawar Baig & Associates ?, President International, coach, trainer, facilitator specializing in leadership in family businesses , allowing the critical transition from being ?person-led him to become process-oriented? to create Enduring Leadership ?. Yawar Enduring Leadership ? program shows families how to grow business, but stay together, using case studies of two family businesses and multinational companies. Yawar also works as a life coach and mentor to leading family businesses in India and South Africa. It transcends cultural boundaries by blending the values ??of the East with Western systems. Thank you to its openness, competence, professionalism based on the value and the ability to speak five languages, Yawar has taught the fundamentals of leadership and management in many local, national and global. Yawar interventions designed and implemented to identify leadership potential and feed in a number of multinational organizations. The interventions were based on the application of fundamental principles of leadership and management in a form of experiential learning, and supported by processes to monitor the retention of knowledge and application skills. Yawar has worked with leaders at all levels of government and industry to reduce the negative impact of change on the people while moving towards process improvement. Yawar brings to his role, General Management experience of 16 years in the mining, plantation, manufacturing and service and 27 years in leadership development and training. Its focus is on the application of learning at work.

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Source: http://the-business-cards.info/2011/09/customer-service-what-it-can-be-and-the-difference-it-can-make/

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