News September 2007
Gaining and keeping customers is key to continuing success in any business – and the ways to maintain this loyalty are the subject of a recent white paper published by Sales and Marketing Coach, Terry Forsey.
“We all enjoy (if that's the word) very wide, and varied levels of customer service,” says Terry. “From telephone banking to restaurants, hotels and shops - and as ‘consumers’ we are all experts and know what brings us back and what turns us off.
“From a business owner or manager’s point of view, the key to building this trust is to meet eight essential needs – it is not a case of ‘pick and mix’ but an absolute necessity to address all requirements.”
Within the White Paper – the latest in the series - Terry identifies eight ‘critical behaviours’ necessary to deliver outstanding customer service. These include showing your appreciation to customers – letting them know that you value their order and treat them with courtesy at all times. Terry also recommends that speed, empathy and flexibility are also essential qualities demanded by today’s educated and selective consumer.
“Businesses can be differentiated by their people and the service they deliver,” added Terry. “But it’s not only this, it is what they do and how well they do it that really counts.
“The first step on the road to improvement is to admit your weaknesses and to be honest with yourself. Then look at the 8 points and be objective and non-defensive in your appraisal – talk to colleagues and if you really want the truth, talk to your customers and then be quick to react.
“I am a big fan of smaller businesses ‘punching above their weight’ and I am delighted when they use their agility combined with their personal service to configure solutions that win deals away from larger, less flexible competitors.”
For more information or a copy of the white paper entitled, ‘Differentiating your Business through High Quality Customer Service’, please visit, www.terryforsey.com or call 01536 771440.
ENDS
