Customer frustrations are
on the rise. The number one complaint is that no one really seems to care
anymore! No small wonder with the variety and availability of our
technological conveniences . . . voicemail, automated phone systems, email and
assorted online services. The personal touch when it comes to customer
service is sorely lacking.
Customers are very savvy
nowadays. They can tell the difference between satisfactory service and
caring service. Unfortunately, satisfactory service is what most customers
expect. This type of service focuses on completing a task rather than
building a relationship with the customer.
The market often talks of
customer satisfaction and exceeding the customer’s expectations, both of which
are deceptive phrases because they sound better than they are. Oftentimes our
expectations are not even met much less exceeded! And who would have wanted a
grade of satisfactory in school?
Satisfactory implies
adequate, good enough, acceptable. Customers who are merely satisfied with
your business can be wooed away by others who offer something better.
Oftentimes, price is not the reason a customer may change loyalty.
Customers are discouraged by poor service and expectations are low. The
simple gesture of showing your customers that you care about them will be a
welcome surprise compared to the apathy they probably experience elsewhere.
So what is the concept of C.A.R.I.N.G. Customer Service and what are some
simple things that you can do to be C.A.R.I.N.G.? Everyone needs to
commit to delivering exceptional service with every customer interaction,
every day!
C = Consistent
- Show your customers
that you value their business by taking ownership of their concerns
- Be respectful, friendly
and knowledgeable
- Provide consistent
quality service, company-wide!
- Sign your work with
excellence
A = Attentive
- Take time to listen carefully to your customers
- Be cognizant of your
attitude! Your customer is the reason you are there and shouldn’t be treated
as if they are an interruption.
- Take your time; don't
rush through interactions with your customers
- Give 100% of your
attention to your customers. Don’t be distracted by others.
R = Reliable
- Take responsibility for
meeting your customers' needs
- Keep any promises you
give a customer
- Return phone calls and
respond to email messages promptly
- Project a professional
image through the way you dress
- Be completely honest
with your customers
- Build your reputation
of reliability through clear communications, accuracy and consistent
follow-through
- Maintain order in your
workspace
- The way you interact
with customers and perform your work speaks volumes about the type of person
you are
I = Individualized
- No two customers are alike. Each customer has individual needs and
concerns. Be cognizant of them.
- Pay attention to your
customer's tone of voice and actions
- Learn how to respond to
your customer based on their particular style. A dominant customer may seem
impatient and will want to control the situation to get his or her desired
results. A shy customer may need assurance and guarantees. An outgoing
customer may require more "chat" time. You can build rapport quickly by
learning to respond appropriately with each type of customer.
N = Notable
- Greet each customer as you would a friend--someone you are glad to speak
with
- Word-of-mouth is the
most powerful marketing campaign of all. Give your customers quality service
that they can brag about
- A warm, friendly
response to a complaint will exceed most customers' expectations.
- Surprise and delight your customers with unexpected service such as a
follow-up phone call or handwritten "thank you" note
G = Generous
- Look for opportunities to go the extra mile for your customers
- Reward your loyal
customers with a surprise "thank you" gift--a box of chocolates, gift card,
calendar, etc.
- Congratulate your
customers on their achievements--when they've been appointed to a board, won
an award, received a promotion, etc.
- Be generous with your
compliments about the way they're dressed or their pleasant attitude
C.A.R.I.N.G customer service means going out of your way for customers, doing
everything possible to meet their needs, and sometimes making decisions that
benefit customers, even at what may appear to be at the expense of the
company. What’s a customer really worth to you? What does it cost you to
provide C.A.R.I.N.G. Customer Service? Or better yet, what does it really
cost you not to provide C.A.R.I.N.G. Customer Service?
