2. Dealing with Customers
Research has shown that a satisfied customer tends to tell about 5 other people. A dissatisfying customer tends to tell about 10 other people of their bad experience.
The quality of customer service depends entirely on human factors. These can be summed up in the ABC of customers.
The basis of a good attitude to customer care is accepting that:
-customers are the most important people in our working life, and
-satisfying their needs is our most important task.
We need to respect our customer – which means meeting their needs in a way, which is friendly without becoming too “familiar”. Managers, supervisors and team leaders should constantly remind their staff of these ideas, and make sure they provide a consistent example of their team members.
• When team members accept that customers are the most important people in the organisation.
It makes sense to do that little bit extra to help them.
• When team members accept that satisfying customer needs is the most important task.
It makes to give serving customers priority over all their other tasks.