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Your Number One Asset


Customers put you in business, keep you in business, and they can put you out of business. Therefore, your overriding feelings at all times should be: customer love, customer satisfaction, and customer convenience.

Begin by making it as easy as possible for people to purchase what you are selling. That means, taking phone orders, accepting as many methods of payment as possible, having a toll-free number, having a Web site where they can make purchases, and arranging your days and hours around the lives of your customers. This is crucial because many studies have shown that service is the third most important factor influencing a purchase decision, ranking right after confidence and quality.

In order to provide excellent customer service it is important that every single person in your company feels the same sense of wanting to provide superb customer service. It is the wanting that will make the big difference.

Service is an ongoing function, starting with a customer's first contact with you, making itself apparent during the time of the sale, and continuing on well after the delivery of your product or service. Follow-up service means repeat and referral sales, the best kind. Customers may have never heard of the concept of a customer-oriented business, but you can be sure that they know when a business is not.

Service should always be speedy, courteous, and better than the customer ever thought it would be. Give more than they expect and you've made a friend for life. Never ignore or argue with a customer. Service means solving your customer's problems, attending to their needs, making their lives better because they bought what you are selling. Always try to think like your customer.

As marketing expert Jay Abraham so often says, to provide excellent customer service, you have to stop falling in love with your product or service and start falling in love with your customers.

If you want to provide excellent customer service you need to:

* Set the highest possible standards of performance for your business and everyone involved in it.

* Not only know what your customers want but also what they need.

* Know that customer expectations must be understood and managed before they can be met and exceeded.

* Design your products and services to maximize customer satisfaction.

* Bend over backwards trying to be an easy company to do business with.

* Realize that the money you invest in customer service will pay off in satisfaction for customers and profits for your business.

* Build rapport and trust. Always be honest with your customers. People do business wiht ethical people they can trust.

* Make sure everyone in your company knows that customer service is his or her responsibility.

Great customer service is really a matter of common sense. Always try to think like your customers and you'll soon know what their needs and wants are. And always remember that people don't buy products or services, they buy results. So if you want to succeed in business you'd better provide excellent service that not only fulfills but also exceeds their expectations.

All contents Copyright(c)2004 by Joe Love and JLM & Associates, Inc. All rights reserved worldwide.

Joe Love draws on his 25 years of experience helping both individuals and companies build their businesses, increase profits, and achieve total success. A former ad agency executive and marketing consultant, Joe's work in personal development focuses on helping his clients identify hidden marketable assets that create windfall opportunities and profits, as well as sound personal happiness and peace.

Reach Joe at: joe@jlmandassociates.com

Read more articles and newsletters at: http://www.jlmandassociates.com/


MORE RESOURCES:

Customer Service - Google News

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Letter: 'Customer service' often lacking service part - The Ledger


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Letter: 'Customer service' often lacking service part
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We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

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The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


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Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

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Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


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The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

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Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

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Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

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Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


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