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 Bring
Value to Your Customers
In the customer service process, the value
you bring to the customer in terms of service or products offered
is exceedingly important. At the same time, while the customer
may have found the exact service or product needed, he/she may
still go away unsatisfied because of lack of values evident in
the interaction.
Let me give you an example…suppose you
go into a shoe store and find the perfect pair of shoes. Great,
except the entire time you are in the store, you have to constantly
try to get the clerk's attention, you have to repeat your requests
a few times and the clerk gives you the feeling that you are the
biggest nuisance on the face of the planet. While you do get the
shoes you want, are you likely to return to that store? Probably
not. The interaction with the staff was so difficult and unsatisfying,
who would want to repeat it?
Now, what if that same staff person had made
you feel welcome, and had gone out of the way to get you everything
you needed, gave the impression he/she was happy to be helping
you, and had said thank you and please come again? How would you
have felt then? Like that's your new favourite place to shop!
Why? Because you received value in the product/service and in
the interaction.
Customers need to feel they are getting products/services
of value (good price, meets the requirements, etc.). Above and
beyond that, though, they need to feel the values of the company
they are dealing with are in sync with their own values. They
need to feel they are getting value on a number of levels. They
need to be able to:
- trust your company
- know your company will stand behind its products/services
- know that all communication with you is honest
and open
- know that what was promised will be delivered
These values of honesty, integrity and commitment,
and other values your organization espouses, are important to
customers and need to be evident to them in their interactions
with the people in your organization.
Therefore, ensure you are delivering products and services of
value, in all senses of the word. The value you help your customers
achieve is paramount to a continuing, satisfactory, profitable
relationship.
Watch Sherry on CTV!
Watch Sherry Knight, President of Dimension
11 Ltd., on CTV's Good Morning Canada, aired Saturday and
Sunday mornings. She is being interviewed for her thoughts on
various career topics. In the upcoming weeks, she will be discussing
how to get ahead on the job, how to get the most out of your personal
and professional lives, and what goes on behind closed doors at
work. Sherry is featured during the first three weeks of January,
February and March, and perhaps longer. We'll let you know. Get
more information at CTV's Good Morning Canada website,
www.ctv.ca.
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Quote
of the Month
"There
is no subject so old that something new can't be said about
it. "
~Fyodor
Mikhailovich Dostoyevsky~
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