The golden principle of customer service is to provide help or service to each and every customer UNCONDITIONALLY, without any feeling of expectation of reciprocation or inconvenience being created.
Do something for your customers as if it is no bother at all to you.
In fact, perform the service in such a way that your customer believes that the performance of that service for them by you is actually giving you PLEASURE .
And perform the act of service in such a way that the customer does not feel inclined to reward you or reciprocate any form of favour, and if such reward or favour is offered, it is graciously declined.
Your service must be offered unconditionally.
We’ve all been in situations as a customer where the person employed in the business we are dealing with has offered up statements like these:
“Well, I suppose I can…”
“That’s not our policy.”
“That offer has expired.”
And my favourite:
“That’s not my role. I’ll have to get someone else to do that.”
Putting it simply, people do business with people they like.
I’ve done business with businesses who have had great employees, but when those employees have moved on, I’ve taken my business elsewhere even when it was inconvenient to do so, just so I did not have to deal with people who begrudgingly wanted my custom.
Twenty to twenty five percent of the population will happily do business with you without being concerned about what you charge or what your competitors are charging, because they believe that your business provides them with exceptional service and value.
And that’s unconditional five star world class service.
It’s a nice section of the market to work with.
Linda Miles is coming to Australia in August.
Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…
Need your phones monitored?
Are you concerned about the number of calls that are not being answered as best they can be?
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Call Jayne on 1300 387 044or email Jayne@theDPE.com for more details.
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The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.
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