Cap Stone for MBA-Tittle Customer service-

Getting ahead of the competition
1. Unique Service Philosophy
The Unique service Philosophy is another statement of how you do business. It tells customers what they can expect to receive from you in the way of great customer service. It also tells your employees, and your competitors, how customers will be treated when they do business with you.-for example, customer service philosophy to be available, adaptable, flexible and responsive to the needs, wants and expectations of our customers and clients. We achieve this by listening carefully to what our customers tell us, by asking for feedback from our customers, making changes in our policies, procedures and performances based on customer recomendations and suggestions, and then giving customers exactly what they want and ask for, and something extra. Our goal is to always exceed our customers'expectations of us. At a minimum, we do whatever it takes to meet customer expectations and satisfy the customer. At a maximum, we do whatever we can to delight and dazzle our customers.
We realize, of course, that no company or person is perfect. There will be times when whatever we are able to do still does not delight and dazzle the customer. At those times we ask the customer to tell us exactly what we must do to satisfy them. After we listen, we do it. If for some reason the customer is still not satisfied, and we have done everything within our power, we work with the customer to find someone who can satisfy those needs and wants and expectations that we were unable to meet. The goal here is not to find fault or to blame either company or the customer. the goal is to do whatever it takes to satisfy the customer. Do whatever it takes to satisfy all customers and clients. Do it right the first time. Do it as often as the customer requires it. And if we can't deliver for some reason, find a colleague or even a competitor who can meet and exceed our customer's expectations.
2.Customer Feedback: customer feedback is critical to your success in providing great customer service. How do you know what customers think of you,your business to take step and find out -not knowing what customers need and want from you and what they expect of you. -A difference between what customers believe they received from you and what you believe you delivered.-A difference between the way you think customers want to be treated and the way they actually want to be treated.-A difference between your expectations of service quality performance and the customer's expectations.-A difference between what you promise to deliver and what you actually deliver.3.Customer retention Programs-Get them involved with your business, customer councils and advisory boards are excellent tools.-Have a customer appreciation day or week.-run special sales or offer special services.-Ask customers how you can serve them better and then give them what they tell you.-Keep your name in front of customers.4.Know your customers Intimately-use a contact management computer software program to keep track of all the information.5. Meet and exceed expectations-This concept will come up over and over again throughout the book.fine out exactly what customers expect of you.7.continuously Improve the service process-Answering the telephone by the fourth ring.-Keeping a caller on hold for no more than 30 seconds.-Returning telephone calls within 24 hours.-Responding to written correspondence within 24 hours.-Sending a technician to a site within 3 hours.-Whipping orders within 24 hours.-same day service.8.service Psychology-This concept is both a service technique and a mindset.9.Make service systems easily accessible and User Friendly-customer service systems are set up to make it easier for employees to do their jobs.10.train and empower Your Employees-Provide employees with the authority and responsibility to do whatever it takes to satisfy your customers.Train your employees to do this well.