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[C1362]Customer Service A Practical Approach

by Scott Lindsay, Sco

Customers may demand changes and you may learn to feel it is in your best interest to direct those changes.

I was recently reading about a man who was the editor for a magazine aimed at teenagers. He indicated in the article that the whole complexion of the magazine changed repeatedly during his tenure as editor. Why? Because as each year passed new interests and expectations came from a new group entering the readership of the magazine. Every four years that magazine underwent a complete transformation as a direct result of the demands of new readers.

A car dealer recently told me that it is the consumer that ultimately directs the price of used cars. When this man hears complaints about how a used car can bring about half of a new car price in just one year he indicates that consumers demand lower priced automobiles and that changes the way car dealerships offer trade in value on cars.

In essence he was saying that when we believe that a car drops in value after driving it off the lot it is really consumers who determine they are only willing to pay a certain amount and eventually they get their way.

By paying attention to the temperature of the consumer you will have a better gauge as to how best to continue serving them well.

It may be hard to accept the fact that by adopting the idea that consumers rule the direction of your company you can be successful.

This isn't an idea that suggests you should be wishy washy in your marketing plan. Rather this idea speaks to your need to be responsive to the interests of those who are paying you. If customers stop paying you all you have left is your original idea without the income.

Each consumer contributes a small paycheck that contributes to your success in business. This is why customer service and follow-up is so important.

Many businesses provide a feedback mechanism so customers can provide input into future releases of your product. This is what has allowed gaming systems, electronic gear and television shows to find new direction and purpose.

In some sense your customers may be beta testers for your product. Sure they pay for the privilege, but they also provide feedback on your most recent release of a product. Their desires will translate into a future product that may be more intuitive and possess wider acceptance.

The idea is to grow your product with customer feedback as the fertilizer. Try not to look at customer suggestions as a problem. They should be viewed as the hinge that opens the door to greater success.

OK, now that I've tried my hand at motivational speaker let me simply say that I hope you get the idea that when you allow customers the opportunity to help you move your company forward they are likely to provide that help. Are you paying attention to their offer?

The basics of the REM charter is…

* Joy
* Character
* Integrity
* Honour

One of the statements in regards to character reads, “We are committed to corporate and personal integrity every day, through every transaction, in every relationship.”

I don't know about you, but this statement alone would cause me to be interested in the company – and I'm not a farmer. Any integrity test is challenged when you do not ultimately make a purchase, but when that integrity remains intact trust is often the reward.

This ‘charter' bears a striking resemblance to the Arena Football League's “Fan's Bill of Rights”. This league-wide document delineates some of the following expectations…

* The events will be wholesome in nature.
* The events will feature fair competition.
* The players will give their best effort.
* Fans will have access to players and coaches for autographs.
* Fans should expect all who are associated with the game to be positive role models.

Certainly there is more to the “Fan's Bill of Rights”, but I wanted to give you a picture of what extremely positive customer service looks like.

The best customer service does not wait until after something negative happens to respond. No, it looks for ways to reassure customers and prospects that business management already has their best in mind. A statement of what the customer can expect from your company can produce a radical and enthusiastic response from your customer base and tentative interest from those who have grown tired of settling for less.

Of course, all the promises in the world mean nothing if you don't back them up. Don't promise the world and then deliver a deserted island. Your customers will notice the difference.

If you make big promises make big deliveries.

The “Charter of Values” REM Enterprises developed was a way to bring the issue of positive customer service to their clients and prospects, but this charter of values was also a way to move their staff to a place where they followed along with the team. When everyone stays on the same page, everyone begins to respond in a way that keeps the client's needs the focal point first – not bottom line profits.

Interestingly profits seem to be a direct result of making customers the main priority in business. This concept is one of the primary reasons the Arena Football League continues to see strong fan support in the cities in which they play.

If you take just one bit of advice from the marketing articles you read make it this one – be proactive in customer service. When your customer knows you are committed to them they develop trust much faster. When customer trust is first the bottom line will reflect this priority shift.

Article Source : Customer Service Manager Resume

Scott Lindsay has sinced written about articles on various topics from Payday Loans, Computers and The Internet and Mens Health. with HighPowerSites.com or at BuildAGreatSite. Scott Lindsay's top article generates over 1830000 views. to your Favourites.