In today’s world, existing products (and services) are constantly duplicated in varying formats by competing brands, and when innovative products/services are brought into the market, its only a matter of time before slightly varying versions are replicated. Sometimes these replicates are offered at an even lower price! This is the reason products and price are no longer strong competitive factors among companies in an industry as the two can easily be duplicated or matched.
Organizations all over the world now realize the importance of having satisfied customers who can refer more people to them, this begins with having a strong customer service culture with ideals and values that are known and understood by all employees.
Customer service professionals have to deal with angry or frustrated customers at one time or the other throughout their careers. It is expected that the service rep (or employee) is able to manage the customer’s emotions and also resolve the issue causing the frustration or anger, while enduring any inappropriate behaviour such customers may exhibit towards them.
A positive first impression is an important start to building a solid connection that can convert prospects to loyal customers. This initial impression sets the tone for the entire customer experience.
Attitude goes a long way in both work and personal life; it affects the way we perceive events and react to them. As a customer service professional your attitude to customers impacts the quality of service rendered and the customers’ overall perception of your work place. Here are five important attitudes that lead to great customer service
Passive-aggressive behavior is one of the most destructive cancers to an organizational culture that ends up killing a great company, the self-esteem of the individuals working there, and the trust of their customers.
A Radical New Model for Unleashing Your Company’s Potential
“What if a company did everything in its power to create a culture in which everyone – not just select “high potentials” – could overcome their own internal barriers to change and use errors and vulnerabilities as prime opportunities for personal and company growth?”
Is that a dream world… or can that actually be accomplished?