If you provide any type of service–and who doesn’t–you know that customers anticipate a high level of professionalism and courtesy from your company and your employees. Good service builds a good attitude in customers. Good service is an indication of capable, knowledgeable, and interested workers and a company that cares about its customers. Most service providers are denied a second chance when they fall short of their customers’ expectations.
Here is my list of Service Basics. I provide this list to all employees, contractors, sub-contractors, temps, and vendors that will be working or in any type of contact with clients. Use it, it works.
- Every project and every task will have a deadline and will be completed before the deadline. A task is not completed until you have followed up to confirm client satisfaction.
- A client should never have to inquire about the status of their project or problem.
- Every telephone message will be returned on the day it is received.
- The priority of client communications is:
- Face to face
- Telephone
- In writing (e-mail, fax, letter)
- Get into the client’s head. A problem can only be understood from the client’s viewpoint.
- Each of us is responsible for a positive work atmosphere. Have a “can do” attitude.
- A problem is not solved until it is resolved to the client’s satisfaction.
- You own a problem until it is solved.
- The only measure of success is client satisfaction.
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