The words "customer service" often bring to mind annoying phone conversations with someone who really doesn't care. When your business is offering service, keep in mind the four keys to customer service.
1. Be Available
2. Provide Accurate Information 3. Develop a Partnership
4. Offer Advice
The first two are commodities - they are expected. Being Available via "phone prompts" often serves the business more than the customer. Research has shown that when you have more than 3 choices, people get frustrated or quit. Three is optimal.
- If you are a doctor press 1.
- If you are patient press 2.
- Press 3 to return to the main menu.
Developing expertise in 3 & 4 is where loyal and returning customers are grown. Building Partnerships means all employees learning to ask important questions of the customers while Offering Advice cements the partnership.
Offering Advice means more than saying "others who have purchased this package have also purchased _______." It might be as simple as a hotel saying "We are having a soccer tournament in town that weekend, and the room I've selected for you is away from those guests". Just letting the customer known of any eccentricities shows care and recognizes that each customer is an individual.
Help your staff understand that each customer is unique and occasionally you will have a person that you cannot help. Have advice for that person will also serve you and your staff well.
Copyright 2011 Linda Lucas Fayerweather
http://www.changinglanes.biz/
419-897-0528
linda@changinglanes.biz
Three Steps to Boosting Your Personal Energy That Will Also Boost Your Bottom Line
Your degree of personal energy is completely up to you because YOU are in control of your choices! That's hard to remember sometimes especially with the current level of stress most entrepreneurs experience. What follows are 3 steps you can take to jump-start your personal energy and improve your health, happiness and business bottom line. Step #1 - Download the Personal Energy Barometer, print a copy and rate yourself for each spoke. Click here to go to my website at http://www.salescoachforwomenentrepreneurs.com/freetools.html to download the Personal Energy Barometer. Find your energy level for each spoke by reviewing the Emotion Perception Scale in the lower left to determine which emotion you feel when considering your energy for that particular spoke. Circle the number, on each spoke, that best represents how you feel right now.
Step #2 - Review your results. The goal is to be close to the bulb (far from the center). Analyze your results to discover which spokes represent your areas of lowest personal energy.
Step #3 - Choose two spokes where you'd like to improve your energy. For those two spokes, choose one thing that you could do each day that would boost your energy in that area. For example, if you have low personal energy in the spoke - Exercise - then you might decide to do stretching exercises every morning for 10 minutes when you first get up. Download the Daily Accountability Tracking Sheet found on the same page as the Personal Energy Barometer to help you stay on track.
When you maintain a high level of personal energy, physical (blue spokes), mental/emotional (green spokes) and spiritual (the fushia spokes), you will be able to adapt to the ebb and flow of life without it affecting your mental and emotional capabilities and outlook. This will bring more joy and abundance to your life.
Copyright 2011 Pat Altvater
http://www.salescoachforwomanentrepreneurs.com/ Partnering with women entrepreneurs to implement a sales process that brings them joy and increases their bottom line.
