Beverley East, Contributor
COMMON SENSE should tell you that the success you have with the customers of the organisation or company you are working with will increase the amount of money you make, in salary increases, bonuses and other remuneration packages, as well as make you more promotable. Money aside, success in customer relations also provides you with sharp internal personal skills that also benefit your personal growth.
Whether your position is directly in the front line dealing with the customers or not, you must not take on the attitude that it's not your job so let me pass it on to someone else. Let it tell you each and every person in the company counts when it comes to customer care from chairman to receptionist.
It is so easy to pass the buck and say that it is not your job, that it is not your problem. A disgruntled customer should be the concern of every staff member. Dissatisfied customers have taken large companies to court, sued them and won and have depleted the funds of a company in legal fees and public relations fees. Those sums of monies could have been part of your Christmas bonus or your next pay increase. Just because you are not dealing eyeball to eyeball with the customer, it doesn't mean that you must pass the buck to someone else. No, the buck stops with you. Yes, you must do all you can to assist the customer to get to the right person.
It should always be your mindset to go the extra mile, to assist a customer if a call has been redirected by accident to you, or a file or a query ends upon your desk.
HOW YOU BENEFIT
The more profit the company makes the more secure you will be in your job. So many companies, both home and abroad, are constantly downsizing and laying off staff due to the shrinking economy. Working with the customer is usually more enjoyable than working in a routine technical job. Challenging customers increase your interpersonal skills and can help you to learn patience, poise and sharpens the mind to adjust in each situation.
The ability to provide the best possible customer service is a continuous
challenge that keeps your job interesting. You should learn to treat customers as "special people," no matter how
difficult they are it is a carry-over value to future positions.
QUALITY SERVICE
Quality service from each and every staff person is vital to the success of the company that you are working with.
The lifeblood of any company is repeat business. Expanding the customer base is vital. This means companies not only have to attract new clients or customers but also must keep existing ones contented. Quality customer service helps make this happen.
The public are fickle and may jump ship to the competition at any given moment. The fact that they have left your company means less dollars in the company's accounts.
Treating customers professionally is like playing a game of cricket.
Like a ball game, it is sometimes possible to do everything right and still not win. But your Customer Service Batting average will increase when you cover all the bases the right way. When customers, clients or guests return it is because the have been treated well you know you have scored.
It is important that you check yourself, by which I mean your attitude towards others. Your body language, your tone of voice, instead of always wanting to answer back. Just listen to the needs of the customer.
The needs of the customer must be met. They may not always be right but they count and should be cared for. Listen to their needs and then act on it and be sure to follow up.
And finally, please be sure to give them a smile when you are either face to face with a customer or on the phone with a difficult one. Smiling loosens the tone in your voice and releases the
energy in your body. Smiles can be
contagious. Try it.
Please send your career concerns to Beverley East at writefully_yours@hotmail.com
