Your smile is your logo, your personality is your business card, how you leave others feeling after having an experience with you becomes your trademark.
– Jay Darzie
A customer is supposed to be the most important in any organization. He is not dependent on the organization, it is the organization that depends on him. He is not an interruption in their work, he is the purpose for it. He is not an outsider in their business, he is part of it. The organization is not doing customer a favour by serving him. He is doing the organization favour by giving an opportunity to do so.
Building a good customer experience does not happen by accident. It happens by design. The goal as a company is to have customer service that is not just the best but legendary. The job is not to just fix the problem. It is to restore the customer confidence. A consistent and predictable experience creates customer confidence, which can lead to loyalty.
Please note that there is a big difference between a satisfied and a loyal customer. You are advised not to settle for satisfied because customer satisfaction is worthless while customer loyalty is priceless.
Kindness and courtesy are at the root of a positive customer service experience. When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brand to provide better service, customer service to do a better job, and customers to actively show their gratitude.
Your customer doesn’t care how much you know until they know how much you care. The idea is to know what your customers want most and what your company does best; then focus on where those two meet
There is only one Boss – the customer. And he can fire everybody from the Chairman on down, simply by spending his money somewhere else.
– Sam Walton

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