Business, Career Articles And Advice For Business/Career/Executive Women
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We All Live And Work In A Constellation Of Relationships Based On Service
You can see this with the customers you serve and the suppliers who serve you. But this is also true with colleagues, employees, managers, family, friends, government agencies and community members. When you learn how to connect to your customers' connections, you can improve customer experience greatly.
When you improve service in every direction of your life, you'll find new ways to connect with your customers, through your customers and improve customer service at the same time.
Paul in South Africa explains:
"Passing on supplier benefits to our customers' employees creates a deep-rooted loyalty that is hard to break. We supply fuel to a company with a large fleet of trucks on commercial contract. But we also give the truck drivers a special deal on fuel for their personal cars and on any purchases they make at our convenience stores. This creates brand familiarity and appreciation that are part of their daily lives."
Business busters and loyalty losers do nothing to improve customer experience
My friend flew business class with her two-year-old son on a four and a half hour journey. Three hours into the flight the boy became fidgety and loud. My friend asked the stewardess if there was a coloring book or other child's toy onboard.
The stewardess went to check and returned with this response: "Yes, we do have giveaway kits on board for small children." "May I have one please?" my friend asked.
"I'm sorry," was the reply, "the children's giveaway kits are only for flights above five hours."
New title for this stewardess? Customer Alienator. She doesn't know how to improve customer service at all!
Communication is critical for customer service quality
When customers know what to do, how to do it, what to expect and why, they usually follow instructions. When customers are uncertain about what, how or why, they will often hesitate in uncertainty and doubt. This can be a major problem, especially when customer participation is essential to your success. When communication is lacking, customer service quality tends to plummet.
For example, medicines not taken on time will degrade the quality of a patient's recovery and healing. Automobiles with oil not changed will wear down before their time. Lawns not watered by owners after fresh fertilization will burn in the sun and die. Data backups not performed on time result in very angry customers when their hard drives unfortunately but inevitably crash. Even if these situations are due to the customer failing to take an action, your customer service quality could suffer.
The level of service you provide has an impact on your image and your income
We recently escaped to a fancy resort for a weekend of relaxation, anticipating excellent customer service skills from the staff. In the lobby we were welcomed by a staff member with a clipboard. He asked if we wanted our breakfast delivered to our room in the morning, or if we planned to eat at the restaurant. We had just arrived. We had not decided. He seemed a bit perplexed.
Then he asked what time we wanted to schedule the 45- minute massages included in our weekend package. We had just set foot on the property. We had not even seen the villa. We hadn't begun to plan the next two days. He seemed a bit perturbed.
Give good staff the authority to make a decision and tell them to use their common sense to improve customer satisfaction.
A young man working for a big boss made an expensive mistake his first week on the job. at the end of the week the young man cleaned out his desk and packed up his things lo leave.
The big boss asked, "And just what do you think you are doing now?" "I'm leaving," said the young man. "I made such an expensive mistake, surely you don't want me to come back here again next week."
"Are you kidding?" exclaimed the Big Boss. "I just spent a small fortune educating you. You'd better come back next week and show me what you learned."