Exceptional Customer Service
Customer service is something we are all exposed to. Some good and some downright bad. Only recently in the news has been examples of the high number of complaints about poor customer service in some areas of the telecommunications industry. Airlines too get their share of bad press for poor customer service.
It is well accepted that people will continue to do business with a company - even if they have a complaint - when they have received good customer service. dta has recently been working with Fuji Xerox Australia in the Business Services area of the company. Fuji Xerox have long recognised that exceptional customer service is what will ensure that they continue to maintain a good customer relationship with their clients. This in turn will ensure customer loyalty and continued profitable business for Fuji Xerox.
So far around 50 Fuji Xerox staff have attended a workshop to further enhance their customer service skills. Ted Hargraves, National Administration Manager - Business Services at Fuji Xerox Australia commented that ‘our goal is to improve our tools and training in Customer Administration so that our people have the resources and capabilities to manage and effectively respond to customer queries. The “exceptional service training program” has focussed on the required competencies and given us the framework and structure to provide benchmark customer service.
So how do you provide exceptional customer service? Here are some top tips:
- Ask the right questions - do you really understand what your customer needs - which may be different from what they want!
- Be reliable - if you say you will do something or get back with some information - DO IT!
- Keep your customer informed. If circumstances change - let your customer know. Better they are informed about changes than thinking all is happening when it may not be.