Loyalty Leader Quick Tips

Are You Delighting Your Customers

March 30, 2011

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You have the opportunity every day to build loyalty by exceeding the expectations of your internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows.

Take this short quiz as a self-assessment to see if you are delighting your customers.

1. I understand that my co-workers are also my customers and that we are all part of a customer service chain.

True False

2. I take ownership of my customers’ problems and do everything possible to avoid having to transfer their call to another area.

True False

3. I use my customers’ name at least three times in every conversation.

True False

4. I listen very carefully to what my customers are telling me so that I can clearly understand their needs and feelings.

True False

5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place.

True False

6. I always assume that my customers are being honest.

True False

7. I try to be flexible in order to meet the needs of my customers.

True False

8. I try to do what is best for my customers, not what is easiest for me.

True False

9. I smile a lot, even when I am on the telephone because I know that my customers can “hear” a smile.

True False

10. I look for ways to build loyalty even when I can’t provide the service that my customer has requested.

True False

If you had 7-10 ‘True’ responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.

If you had 4-6 ‘True’ responses, you’re on your way to building loyalty but there’s more opportunity to improve your service skills

If you had less than three ‘True’ responses, you will benefit from customer service skill training.

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