By Avil Beckford
Ken Blanchard and
Sheldon Bowles present Raving Fans as a parable. The book
starts off with the president of a company telling the new area manager that
the company was built on customer service, and that the three preceding area
managers didn't understand that, and that's why they were no longer with the
organization. To succeed in business, you have to create Raving Fans -
satisfied customers are no longer enough. To deliver Raving Fan Service, you
have to look after the customers' needs whenever possible, be consistent in
delivering the service, promise more and deliver more than you promise, and be
ready to change direction when the vision changes because customers' need and
want change all the time. There are three secrets to creating Raving Fans -
Decide what you want, discover what the customer wants and deliver the vision
plus one percent.
Decide what you want:
When you decide what you want, you must create a vision of perfection centered
on the customer. You do this by visualizing the entire customer service
experience. Understanding your vision allows you to better understand your
customers' vision. And if your customers' vision is very different from yours -
that is, the gap is too wide, you may have to stop servicing that customer. Deliver
the vision plus one percent: Be consistent - consistently meet expectations. Every
organization that delivers excellent customer service has systems in place, and
a training program to entrench those systems into the heart and soul of the
company. Six Great Ideas
All good customer service is a result of nifty systems
Most customers have a focus - you have to find that focus and then mine it
for information
Six Great Ideas
1.
All good customer service is a result of nifty systems
2.
Constantly strive to improve what you have decided to
achieve
3.
Most customers have a focus - you have to find that
focus and then mine it for information
4.
Customers count on you to do what you say you will do
5.
You can make big changes in almost anything, or achieve
great things in your life by improving or changing by one percent. Things can't
help but improve if you keep at it one percent at a time
6.
Customers have needs beyond the need of the company's
product, whether it comes in a box or is a service. People need to feel like
they belong to a group - they need to feel that they are important, and that
what they do, think, and say truly matters
No comments:
Post a Comment