What do customers want in the way of service? It's important for you as a service provider to understand how customers define quality customer care, because it is against these criteria that perceptions are formed and judgements made. There are 6 dimensions to quality customer care:
1) Reliability: remember the 'grandmother rule', be consistent on your service.
2) Responsiveness: tune into your customers' needs and taking action to meet and even exceed those needs- being able to anticipate what a customer wants or needs before they ask.
3) Feeling valued: just as customers are looking for the best value for their money, they also want to feel they are valued by service providers.
4) Empathy: Of all the ingredients to exceptional customer care, empathy is perhaps the most important, yet it is the tool most lacking in the arsenal of service associates. Not only do customers want to feel important, they want to know that you are on their side, that you understand their point of view.
5) Competency: attending to the basics-Does your product or service meet my requirements?
6) Dealing with one person: Don't give them the run around- When customers call, they want to deal with one person. Fixing a situation may involve getting help from other departments, but the responsibility for follow-through and responding to the customer remains with the associate who first learn of the complaint.
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