"Quality in a service or product is not what you put into it. It is wheat the client or customer gets out of it". Peter Drucker
"Quality is never an accident. It is the result of an intelligent decision." John Ruskin
"Hire character. Train skill". Peter Schulz
"A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." Henry Ford
In
any successful business or organization, the commitment to customer
service always begins at the top, the company's leaders must buy into
the fact that they not only need to meet their customer's expectations,
they must strive to exceed them. They must develop a company culture
that understands, embraces and executes this concept. In today's world,
business competition is tougher than ever. If you can't provide goods or
services when somebody wants or needs them, there are often four or
five other companies immediately ready to fill this void. You only get
one chance to make a good first impression. If the company's leaders do
not accept this fact, or are not willing to provide the necessary
resources to meet their customer's needs, they will soon find themselves
scrambling for business.
Proper training is one way to develop a company culture that
embraces excellent customer service. Every employee must understand
implicitly what is expected of them when interacting with customers. Is
there an established, uniform way to answer the phone? Are there set
procedures in place for instances when a customer has a question or
problem? Is there an established chain of command to make sure that
issues are handled in a timely fashion? And most importantly is everyone
trained to carry out these company procedures? How you handle the
problem is far more important than the problem itself. A customer must
always be made to feel as though their best interests are being given
serious consideration, even when you can't give in to their demands. It
is far better to say 'no' with a smile, than 'yes' with an attitude.
Source of this quote: businesstoolchest.com
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