creating a positive, memorable experience for every customer
meeting expectations and satisfying needs—in such a way that you’re seen as easy to do business with
It means looking for
opportunities to wow and
delight your customer in
unique and unexpected
ways
To the customer, you are the company
Research shows that customersevaluate service quality on five factors:
Dr. Leonard Berry, Texas A&M University
The ability to provide what was promised, dependably
and accurately
The knowledge and courtesy of employees and their ability to convey trust
and confidence
The reassurance factor is about managing your customers’ feelings of trust.
The customer’s decision to trust you is built on honesty, knowledge, and know-how.
Reassurance is the substance that backs up your style, and it comes in four packages:
The physical facilities and equipment and the
appearance of personnel
Never give something to customers you’d be reluctant, embarrassed, or angered to receive yourself
The degree of caring and individual attention
provided to customers
The willingness to help the customer and provide
prompt services
Dissatisfaction isn’t always measured in minutes. It is
often the result of uncertainty.
Research shows that the most frustrating aspect of waiting is
not knowing how long the wait will be
Those with a positive attitude and cheerful
outlook
Those who genuinely enjoy working with and for other
people
Those the ability to put the customer on
“center stage”
Those who view their job as primarily a human relations
profession
For a detailed training outline
and program, please contact:
Hridaya Consulting Center
www.hridaya.bg