| In a customer delivery cycle, situations are bound to | | | | have a service oriented mind set and like interacting, |
| come up where in a particular individual would have | | | | serving and helping people. The most common trait |
| certain amount of dissatisfaction or substantially higher | | | | required to be possessed by service oriented team |
| expectations from the current level of his experience | | | | members is that they should have the requisite |
| while dealing with the company. Like no two individuals | | | | acumen and ability to analyze what the customers |
| are the same, the expectation levels also of different | | | | expects from them, even before the customer has |
| individuals for the same product would be different. | | | | started his dialogue with the individual. |
| One has to understand that in a service delivery cycle, | | | | The best of the lot apart from having the required trait |
| certain dissatisfied situations will come for sure; the | | | | of anticipating customers needs; are also able to hold |
| catch is that how well these situations are handled will | | | | on to their nerves and do not get flustered in tricky |
| be the defining difference in retaining or losing that | | | | and demanding situations. They are able to maintain to |
| particular individual customer's loyalties. | | | | their composure and do not get over rawed by the |
| In this age of cut throat competition, losing your existing | | | | touch situation at hand and are able to take the |
| customer base is a sin which companies cannot | | | | problem head on. Customer focus and service is the |
| afford to commit; since winning new customers is | | | | top priority for these kinds of team members and they |
| twice as difficult than retaining your existing lot. | | | | can go out of their way in handling difficult and |
| Therefore; equal emphasis should also be given | | | | dissatisfied guests. Anticipating customer needs also |
| towards retention of the existing lot viz a viz creating | | | | helps the team members in knowing what the |
| or enhancing the current customer base levels. | | | | customers needs from them without the customer |
| Anticipating customers needs; especially in cases of | | | | actually having to tell them and if the team member is |
| irate or dissatisfied customer situations more often | | | | able to take visible corrective steps which the |
| than not wins the battle and often acts as a trump | | | | dissatisfied customer notices, will help in creating that |
| card which is able to convert a complaining customer | | | | WOW experience in the minds of the customer. Giving |
| into a loyal and happy business partner. | | | | a patient hearing to the customer's queries or |
| The customer interaction team involved in the service | | | | complaints solves half the problem and if during such |
| delivery chain is the most important aspect which has | | | | interaction or in fact even before that one is able to |
| the capability of turning an out of hand odd situation | | | | initiate certain steps aimed towards correcting the |
| into a satisfied, happy and favorable scenario. Special | | | | mistake is what the customer will always remember. |
| emphasis should be accorded when the service | | | | The most important aspect is what perception or recall |
| delivery team is formulated. Best efforts should be | | | | the customer has towards a particular service, and if |
| made to hire people who have substantial amount of | | | | these situations are not dealt with utmost care; they |
| experience in similar fields as they are able to analyze | | | | could more often than not turn into ugly experiences |
| and anticipate customer needs well. In case freshers | | | | which customers don't want to experience. |
| are required to be hired, it should be ensured that they | | | | |