how to exceed expectations with superior customer services
TRANSCRIPT
Superior Customer Service
with
How to Exceed Expectations
Don’t speak using industry JARGON.
Leave out the TECHNICAL details.
Customers may THINKyou mean one thing when you mean something else.
So, DON’T USE JARGON;
communicate clearly and effectively.
Impress clients by LEARNING more about
their industry and sharing new information.
INVOLVE CLIENTS in the operation. You are not the expert in their field, they are.
Ask questions and
SHOW INTERESTin their industry.
Clients may view your contributions as
the VALUE-ADD part of your services.
Sweeten THEIR self-interest.
Talk about YOUR CLIENTS with others
that may need their products/services.
Everybody loves to hear
YOU talk about THEM.
STRENGTHEN
YOURRELATIONSHIP.
•Suggest ways of improving processes or services.
Create a
WIN-WINrelationship.
•Develop a residual income-generating offer.
Make sure clients enjoy a
STRESS-FREE
Become the project’s
DOCUMENTATION EXPERT.
RECORD major decisions
about projects or assignments.
Encourage clients to READ it.
MEET DEADLINES!
If problems or delays happen that may
impact the schedule, INFORM your client.
Under PromiseOver Deliver
Going above and beyond, even if just a little bit, will SHOW CLIENTS you are on
TOP of your assignment
and a GOOD MANAGER.
SCHEDULE MEETINGS with clients to review projects, clarify situations and to make sure of expectations.
Bring new ideas to the table, with a
PLAN of how to IMPLEMENT them.
Develop a RECURRING CHECKLIST
based on the conversation.
Make sure that they VALUE THE QUALITY.
Quality work Meeting deadlines
CommunicationMake Clients Happy!
Think about clients’ potential FUTURE NEEDS.
Generate feedback that can
potentially generate MORE BUSINESS.
Learn what is
IMPORTANT to THEM.
Put yourself in your
CUSTOMERS’shoes.
Answer the question,
“SO WHAT?”
Hi, I’m Sharon.
Remember, always
provide superior
customer services that
EXCEED expectations.
Sharon Williams
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