CUSTOMER SERVICEMAP: Tune-Up Your
Client Satisfaction Quotient BETHESDA, MD (Nov. 30, 2006) - Quality is undeniably the single most important facet involved in retaining your clientele. So says the Motorist Assurance Program (MAP), in a recent podcast in conjunction with Consumer Reports, about commitment to excellence in customer service. Improving satisfaction is critical to boosting profits, and quality is the key to keeping customers happy. Your company's commitment should be to meet or exceed your clientele's expectations. Make that the first topic discussed at weekly staff meetings. Do everything to ensure that your staff always offers superior service. The best leaders know that quality and a successful business are synonymous. Practice these three steps to pay attention to detail, and people will believe in your commitment to excellence:
* Focus on customers' needs. Understand what your customers require, and be uncompromising in responding to them. Send out frequent questionnaires.
* Contact former customers. Ask them why they left and how you can win them back. Make sure you know exactly what they
expect. A ruffled customer can become a lost customer.
* Don't rest on your laurels. Don't forget that paradigms change. Years ago, the Swiss were synonymous with quality when it came to timepieces, while Japanese watches were considered inferior. Then digital became the word of the day and Japan (think Seiko) became the new industry leader. Keep your eye on changing trends and customer tastes. When you take service quality seriously, success will follow. The podcast can be downloaded from the
MAP
Web site; follow the link below the
Consumer Reports logo. (Source:
MAP)
