Why? Despite unfulfilled promises from companies, long waits, cold treatment and delayed return calls by customer service staffs, customers rarely complain and keep coming back to your business, provided your competitors are not doing any better than you. That's a fact!

Rule of Thumb

1. Create a Vision of Perfection.

Make it easier for your customers to do business with. Make it a warm and pleasant experience for your customer. It is a must to train staff to be sensitive to the need of the customers, be attentive, warm and knowledgeable so customers feel they are in good value of their money. Make customers feel happy to come back for more.

Always remember to communicate your vision to the rest of you’re company. That perfect vision is your goal!

2. Study and Discover What Your Customer Wants.

a) Listen to your Customers. Listen to what they say. Listen to what they don’t say. Customers sometimes may say one thing but mean another.

b) Listen to your silent customers. They are the ones who don’t even bother to complain.

c) Listen to those who say "Okay", “Fine.” They are the ones who are not satisfied even when they mean the line was too long.

Know when to ignore what customers want. Don’t try to give them everything all at once. It doesn’t work. Look after the needs of your customer only within the limits of your vision. Constantly focus in achieving your vision.

3. Be Sincere.

Start asking questions that are sincere. Customers don’t open up with you if you if they feel that you don’t care. Win their confidence. Take time to get a conversation going. Customer can sense that you are serious, only then will they open up to you.

Remember. If you don’t listen to your customers’ thoughts and feelings, you fail to give him what he need because you simply don’t know what that is. What’s worse, you reject him as a person, that his thoughts have no value.

4. Be Consistent!

Don’t commit to the mistake of offering too much service. Better find a small promise that you can consistently deliver than a myriad of services you seldom can meet. Focus on small thing, a small service and you can deliver consistently.

5. The Customer Delight Creed.

Connect2 Inc. established this creed for it is their duty to meet customer’s satisfaction at all times. This is the vow that binds a customer service and his customer.

a) I believe that, for the customer, everything is urgent and so, therefore, I vow to always act not later but now.

b) I believe that, for the customer, a promise is a promise and so, therefore, I vow to never break a promise to a customer.

c) I believe that, for the customer, a genuine smile means a lot and so, therefore, I vow to put a smile in my face, in my words and in my actions.

d) I believe that, for the customer, my understanding is paramount and so, therefore, I vow to listen well.

e) I believe that, the customer would like to be treated right always and so, therefore, I vow to be courteous and respectful at all times.

f) I believe that, the customer is a person with his own unique needs and so, therefore, I vow to be sensitive and considerate to the needs of the customer.

Last word: Having a revolutionary approach to customer service is practiced here in Connect2 for it is a big factor in increasing revenues because customers measure company’s capability and stability thru their customer service. It serves as one of the solid structure of the company.

Marithe Milano, Internet Marketing Specialist Connect2 Philippines Inc. is the leading call center in the Philippines providing outsourced customer service, offering outsourced customer care and outsourced customer support.

http://www.connect2inc.com
info@connect2inc.com
marketing@connect2inc.com

Connect2 Philippines Inc. World Class Customer Care Copyright 2005 Connect2 Inc. - All Rights Reserved.

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