Developing Excellent Customer Service
According to Karl Albrecht, “If you aren't serving the customer you better be serving someone who is.”
Now comes the real question. Has customer service gotten better, has it stayed about the same, or has it gotten worse? Most people sadly report that it has gotten worse. In fact, our research confirms that service levels have stayed about the same over the past many years. What has changed is our “expectations”.
Everson Consulting has a long history of customer service training. We have identified four areas that stand out when customers define their expectations. We call them The 4 P’s of Service:
Every customer service interaction, be it with an external customer, a "customer" from another department, or your office mate, follows a very strict script. The words may vary, the feelings may differ, but the steps occur every time.
Finally, customer service is really about one-on-one interaction. To better understand the relationship, (and to always maintain a professional presence), we teach from an "oldie but goodie" model: the parent-adult-child roles of transactional analysis.
We can’t “control” the customer but we can sure create an environment where 98% of the people are at least “satisfied."
Our goal at Everson Consulting is to create “loyal” customers. They become your strongest allies.
Resource. Go Here to download a series of articles (pdf file - 1.18 mb) I wrote on Customer Service for the Student Financial Aid industry. Regardless of industry or work settings the general principles outlined in these articles apply.