FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
May 11, 2004 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Telecoms that want more customers, more sales and higher
profits can make those goals reality with one thing – extraordinary service.
“Enhancing your relationship with your customers and the level of service they
receive from your telecom will go a long way toward boosting the company’s
bottom line,” says David Saxby, president of Phoenix-based Measure-X, a company
that specializes in helping telephone companies improve their customer service
and sales. “Great service never goes out of style, at least from the customer’s
point of view. Smart telecoms make service an integral part of their culture.”
Saxby offers the following
tips on how to create outstanding customer service.
Make Lasting First Impressions. From the moment
potential customers walk through the door or call on the phone, they’re deciding
whether they will do business with your telecom, Saxby says.
“Greet the customer with enthusiasm and a smile,” Saxby
recommends. “Welcome them into your business as you would a friend into your
home. Reinforce the importance of a warm and friendly greeting with all your
employees.”
Ask the Customer. Saxby suggests that telecoms
survey their customers by mail or phone and ask them to list three reasons for
why they like doing business with the company and three reasons for why they
don’t.
“Ask them for suggestions on what you can do to improve the
service you provide,” Saxby says. “Ask them what other products or services they
would like you to offer. It will send a clear message to your customers that
you value their feedback and their business.”
Mystery Shop Your Company. “Hire a company to
secretly shop your telecom,” Saxby says. “They can provide you with feedback
from a customer’s perspective on what it was like doing business with you. Use
this information to evaluate the question, ‘Are we creating a memorable
experience for our customers?’”
Saxby urges telecoms to mystery shop their competitors for
a service and price comparison. Mystery shopping can provide invaluable
information for attracting and retaining new customers, he says.
Make Employees Owners in the Company. “People work
harder and care more about customers when they feel like they have ownership in
the business,” Saxby points out. “Create an incentive plan that lets them
share in profits. Reward and recognize their commitment to customer
satisfaction and do it often.”
Measure What’s Relevant. Telecoms should not simply
tell employees to do their best. “You and they have to know how they’re doing
and where they can improve,” Saxby says.
Show Appreciation. “When was the last time you
received a thank-you note or a heartfelt thanks for spending your hard-earned
money with a business?” Saxby asks. “Send thank-you notes and incentive gifts
to your customers to let them know how much you value their business.”
Keep in Touch With Customers. How often do you hear
from the insurance agent that handles all your insurance needs or the real
estate agent that sold you a house or the countless other businesses that have
provided you with a product or service?
“Do you remember their names and refer them to other people
you know?” Saxby asks. “You do if they keep in contact with you. Call at least
10 customers a week just to keep in touch with them. Send out a monthly or
quarterly newsletter. Let them know about other products and services you
offer.”
The Customer Is Everybody’s Job. “Whether it’s
customer service representatives, outside field staff or people in accounting,
everyone should treat customers as if they are gold – because they are,” Saxby
says. “Empower your employees to handle customers proactively, to look for the
win in every interaction.”
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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.
