FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
March 11, 2004 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – If we could all just walk in one another’s shoes, we could gain
a perspective that would ease the challenges of running a profitable business.
Walking in the customer’s shoes is particularly important because no company can
survive without its clients.
“Your telecom’s customers don’t care about your problems and issues,” says David
Saxby, president of Phoenix-based Measure-X, a company that specializes in
helping telephone companies improve their customer service and sales. “What
they are interested in is that you demonstrate with your actions and words that
you care about them.”
Take a moment and walk in
your customer’s shoes with these tips from Measure-X.
Listen. This skill should be as fine tuned as your
ability to speak. “Listening well shows a total commitment to understanding the
needs of your customer,” Saxby says. “It’s the perfect starting point to create
a feeling of comfort that’s essential to customer care.”
Have A Positive Attitude. Be positive. Your
attitude is an immediate reflection to the customer of what his or her
experience will be like with your telecom. “If you believe in yourself and
believe in your product, you have a winning combination,” Saxby notes.
Communicate. In the telecom business, there are a
lot of details to tell the customer, so be thorough. Make a list if you have to
and document conversations, Saxby recommends.
“Communication is the key,” he says. “Respond quickly.
Pick up the phone; don’t delegate discussion items to a trail of e-mails. A
personal conversation builds trust and comfort.”
Anticipate Needs Then Go Above and Beyond. Think
about what the customer might want based on what he or she has already said or
asked for. It might be more detailed information, recommendations on other
products and services or a way to save money. “Give the customer the benefit of
your experience and knowledge,” Saxby suggests. “Don’t be afraid to apologize
if there is a problem. Your ability to be a problem solver speaks volumes for
how much you care.”
Follow Up. Customer care doesn’t stop after you’ve
provided the needed information. Ask if there is anything else you can do for
the customer or if they have other questions.
Appreciate the Business. Always say thank you and
let customers know how much you value their business. “There’s nothing that
keeps a customer loyal more than knowing they are appreciated and respected,”
Saxby says. “Tell them how much you appreciate their loyalty. Most likely,
they have a choice with whom they do business.”
Saxby believes that the customer-service experience someone
has with a telecom can make or break a long-term relationship and that it
mirrors how the telephone company runs its business.
“Have you walked in your customer’s shoes lately?” Saxby
asks. “If you have, was it a good walk?”
-------------------------------------
Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
