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1. CUSTOMER SERVICE IS EVERYONE'S JOB
- Don't ever say, "It's not my job".
- Be proactive...if you see a problem, take steps
to correct or prevent it.
- Praise, award and reward...the best generals give
lots of medals.
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2. FOLLOW THE "GOLDEN RULE"
- Treat your customers the way you would want to
be treated.
- The customer is a person, not a statistic.
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3. DO IT RIGHT THE FIRST TIME
- Think continuous improvement.
- Quality means exceeding expectations, with "zero" defects.
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4. RESPOND WITH SPEED
- Do it on time, or sooner.
- Answer your own phone in three rings and give your
name.
- Return messages within 24 hours.
- Customer calls/requests are not an interruption.
Servicing the customer is the purpose of our work.
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5. UNDERSTAND YOUR CUSTOMERS' EXPECTATIONS
- LISTEN to your customers' needs and requirements.
- Look for opportunities to improve.
- Measure customer satisfaction.
- Seek opportunities to design unique features into
our products.
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6. MAKE YOUR CUSTOMER AN APOSTLE
- Build a relationship...become a trusted advisor.
- Look at things from the customer's point of view.
- Go the extra mile...do more than is expected.
- The customer is not an outsider; he is part of
our business.
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7. KEEP YOUR PROMISES
- Don't promise something you can't deliver.
- Follow through on your commitments.
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8. HONESTY IS THE ONLY POLICY
- Don't be afraid to apologize...own up to your shortcomings.
- Don't "bad mouth" the competition.
- Never say no...suggest a mutually beneficial alternative.
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9. STAY COOL
- Don't let an upset customer upset you.
- Listen and empathize with your customer's problem.
- The customer is not someone with whom to argue
or match wits.
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10. WORK FOR THE CUSTOMER
- Don't expect customers to change to accommodate
you.
- Take the initiative to help solve their problem
and improve their business.
- The customer is the most important person to our
Company.
- The customer is not dependent on us; we are dependent
on him.
- The customer pays our salaries.
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