By Performance Research Associates
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Additional info for Delivering Knock Your Socks Off Service, 5th Edition
Org The Customer Is Always . . The Customer 39 service transaction is, and must be, to satisfy and delight customers in ways that will keep them coming back for more. As a service professional, you hold the power to make that happen. To do it, you need to be and act smart. You need to know more than your customer does about the products and services you sell and supply. You need to be sensitive to the fact that customers, like service professionals, are only human, with human faults and feelings.
In service, everything communicates your style to customers. The way you dress, the way you move, or whether you move at all instead of staying barricaded behind a desk or cash register. The way you talk, your e-mail greeting, the way you do or don’t make eye contact, listen, and respond. The way you act when you’re not taking care of customers but are still within their view. And the way you take care of the person ahead of them in line. Caring service, delivered quickly and confidently by knowledgeable, courteous people—what more could your customers want?
Regardless of where the customer enters the organization, the experience should be the same. If she is asking questions via Web chat, the quality of the service experience sets a standard of expectation. When the same customer has to call about a return or to see if the item is available from another location, that previous encounter sets the standard of expectation. If the new experience is at the same level, or higher, the customer perceives the organization as consistently delivering high-quality service.