November 16, 2011

Delivering Knock Your Socks off Service by Peformance Research Associates

Every interaction with a customer is a reflection of the business, nonprofit, or organization you represent.  You are expected to always treat them with courtesy and respect as well as know more than what’s listed in your job description.  In “Delivering Knock Your Socks off Service”, Peformance Research Associates offer suggestions for consistently delivering excellent customer service.

The customer isn’t always right - but they are always the customer.  If something goes wrong, regardless of whose fault it is, involve your customers in the process of finding a resolution.  Ask them how they would like to see things resolved.  It doesn’t mean you can do exactly what they want every single time, but it does give them a sense of control.  This also tells them their input is important.  

Complaints are a gift even though they may not feel like it when they happen!  A great line from the book say “problems exist when the customer says they do”.  When the customer complains, they are giving you an opportunity to right the wrong or learn what you can do better.

The authors also offer suggestions on how to listen and how to ask the right questions so you can really learn from your customers, rather than making assumptions about what they want.  Don’t forget to regularly thank your customers.  They have options every single time they make a purchase from you.  If they’re happy with you, don’t be afraid to ask for referrals.   Follow the advice in this book and you’ll find yourself delivering knock your socks off service in no time.

Disclaimer: I received this book for free from AMACOM. I was not required to write a positive review.

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