Today’s guest blogger is Lisa Ford, CSP, CPAE. With over 20 years of experience presenting to businesses, associations and government, Lisa is best known for her work in the area of customer service. She is the author of the videotape series “How to Give Exceptional Customer Service,” the #1 selling business tapes in the U.S. for over 3 years. Her most recent book is “Exceptional Customer Service, Going Beyond Good Service to Exceed the Customer’s Expectations.”
In these interesting times, you may be trying to figure out how to successfully weather this storm. This marketplace seems to be demanding change so it is a good time to ask tough questions. Let me add a few questions to add to your list.
1. Where are you hard to do business with? Consider your website, phone system, email response time, physical layout, process and policies. It is amazing how we make it difficult for our customers.
Arrogance and ego can create systems that are convenient for the company but not for the customer.
2. What rules do you need to eliminate? Most rules are written for 3% of your customers. Then we start to think all of our customers are out to cheat us.
3. Are you one mistake away from losing a customer? That mistake could be a broken promise, no callback, a missed deadline or not getting it right the first time.
4. Who needs to go? The right people are crucial to your company’s success. It is a great time to hire really good people as many of them are out of jobs. Work on upgrading your team. If you are not hiring, then what cross training needs to be done so the employees are at their best to serve your customer?
5. Would you want to do business with your organization? No need for elaboration on this one. No one likes change but it is needed and demanded. So go to the edge, jump in with both feet, hold hands and get it over with. Make something good happen today.
Lisa designs content personalized to the audience and the issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association. Visit her website at www.LisaFord.com
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