March 30, 2011
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.