| After twenty years in Financial Services, mostly in | | | | mind starts with the client knowing they are dealing |
| senior management roles, Customer Service is part of | | | | with someone who not only understands what it is |
| one's DNA! Having sold life insurance and general | | | | they are going through but who cares about the |
| insurance, the experience gained in the art of customer | | | | customer relationship. |
| service has been priceless. So, imagine, coming into an | | | | Once the professional reputation has been established, |
| industry where it appears rough and tough and its | | | | its vital that the business follows it up with professional |
| taken for granted that one does not need to be a | | | | documentation; documentation with succinct and |
| rocket scientist to succeed;just endurance! | | | | relevant information. Imagine at this point just how |
| The delivery of decent customer service is really | | | | secure the customer feels? |
| simple; there's no magic formula. Its as simple as | | | | Its crucial that we evaluate and understand the |
| deciding to be different to the rest of the singlet gang, | | | | customer's expectations, fears and reservations and |
| establishing a basic framework and then executing the | | | | then check to see if our pre move service delivery |
| plan. So where do we start? Well, how about just | | | | addresses those expectations, fears and reservations. |
| greeting your customer professionally and politely in a | | | | Once the documentation has gone out to the |
| way that makes them feel welcome and important. | | | | customer, ask yourself if the fulfillment of contractual |
| "Manners maketh a man" the old saying goes and | | | | obligations ( for the customer that is) has been made |
| never a truer word said for the business arena. Try a | | | | hassle free. |
| warm greeting and see how your client is engaged | | | | Next, make sure your customer records are clear and |
| from the start. | | | | accessible to facilitate good pre move customer |
| Despite the fact that our customers call us because | | | | service if and when the customer calls. If our service |
| they have a need, we can not assume they have a | | | | delivery before the move is world class, the job is half |
| need for OUR product or service. That's | | | | done. You'll have a client who is relatively relaxed on |
| presumptuous! You see, despite the fact that they | | | | move day. |
| have called in, does not mean they trust us. They | | | | When the crew arrive, the basics are vitally important! |
| invariably don't. At some point, we want the client to | | | | If our customer is politely greeted; if the team leader |
| buy our service; right? So, at some point, very early in | | | | explains to the client how the move will roll out and if |
| the game, we need to establish credibility. That's the | | | | he communicates throughout the move with the |
| starting point in overcoming the barrier of "no trust". If | | | | customer, its all headed in the right direction. Chances |
| we can't achieve that, we won't get past go! | | | | are it will be a good day for all. |
| There are some fundamentally important basic rules | | | | It doesn't stop there though! When the team leaves, |
| and probably the most important of them all is to make | | | | the customer should have the peace of mind that |
| sure we never challenge a client. Allow the customer | | | | nothing has been left behind and that he or she has a |
| to be who they are and feel what they feel and | | | | full understanding of what final costs they are faced |
| indeed, say what they want to say. Its all in the | | | | with. That way, there can be no surprises. In fact if the |
| empathy! If we get that right, the rest is easy, it really is. | | | | office communication from the initial inquiry is clear, |
| There's a whole sales process that we need to follow | | | | then there is no reason why what the team tell the |
| if we are serious about improving the bottom line and | | | | customer on the day, won't be consistent. Customers |
| standing our from the crowd with our results. That | | | | need to feel that they have had a professional and fair |
| process is best described in another article. For now, | | | | deal and the secret is in the consistent communication. |
| let's just focus on delivering a great customer | | | | What about when its all over; the customer has paid |
| experience. Don't think its only when the move takes | | | | and the truck is back at the depot? Is that it? No way! |
| place. That is of course where the rubber hits the | | | | The post move communication is really important. |
| road. Its also where so many removalists place their | | | | Feedback is breakfast of champions they say! Never |
| focus. I could never discount the importance of that but | | | | a truer word spoken. Your business will only ever |
| it's the subtleties that make you different. | | | | grow if you listen to your customer. Feedback is |
| How good is your telephone manner? How | | | | infrequently uncomfortable but remember this..."its not |
| constructive, efficient and useful are the questions you | | | | the problem that's the problem; its how you handle the |
| ask on the phone or the statements you make that | | | | problem that's actually the problem". |
| earn you the respect of the client? The customer's | | | | Good luck and here's to customer service success. |
| peace of mind starts long before the move. Peace of | | | | |