Customer Service

Unless you sell a product or service that no one else offers, it is your Customer Service that differentiates you in the marketplace. Ironically, studies have shown that the Customer Service systems in many companies actually increase customer dissatisfaction! Are your systems helping or hindering your customer’s experience? How proactive are you in addressing customer issues? The InnerActive process helps you and your employees look at your company through the customer’s eyes, leading to improvements in your system and a sense of responsibility among your employees.

The key is to control the gap between expected service levels and perceived service levels. This process demands that a measurement system be in place to track these service levels – especially with the key account relationships and key industry segments that support your primary or core business units.

There are ten areas that must be observed and measured often to manage your customer service levels.
These ten areas include:

Tangibles – such as physical appearances of buildings, communication materials, packaging, quality of sales personnel, etc.

Reliability – the ability to perform the promised service or expectation in a dependable and accurate manner.

Responsiveness – Willingness to help customers when needed and provide prompt responses, callbacks or service.

Competence – Possessing the required skills and knowledge to perform service at high standards of performance.

Courtesy – Politeness, respect for the customer/individual, consideration for the customer and the overall friendliness of all contact personnel.

Credibility – equates to the level of trustworthiness earned, believability of effort and facts, overall honesty of the service providers.

Security – a basic need for the freedom from danger, risk or doubt about personal or customer safety.

Access – How easy is it to do business with you, approachability to sales personnel and management personnel and the ease of contact with these people.

Communication – Keeping customers informed in positive language they can understand as well as how much are you listening to what the customer on a proactive basis.

Understanding the Customer - Making a genuine and consistent effort to know the customer and their individual or company issues and needs.

These ten factors are the key to happy and loyal customers. Smile training is old school and the customers you deal with today can see though any false or insincere effort in dealing with their needs. The age of high tech and low touch has created a major gap between customers and business organizations that can only be bridged using sincere and targeted customer service strategies. We can assist you in both the identification of customer service strengths and weaknesses and the development of customer contact personnel to do the right things at the right times – thus insuring higher levels of customer satisfaction.

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