A telecom staff’s insight into customers, customer service and the importance of their relationship with their customers has a direct financial impact on the company’s bottom line. But do they understand this?
“Does your staff really understand what customers are all about and what they must do to make them happy?” asks David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping telephone companies improve their customer service and sales.
“Here are some more questions with critically important answers. Does your staff understand how their actions impact your customers? Do they know what one of your customers is worth to the company? Do they know what it costs to lose a customer and what it costs to acquire a new one?”
Saxby offers the following self-assessment to help telecom managers and their employees determine their understanding of the importance of customer service. Answer each question with Never, Rarely, Occasionally, Often or Always.
1. I treat each customer as if he or she was the only customer I would have for the day.
2. I smile every time I interact with a customer in person and on the telephone.
3. When I am feeling a little overwhelmed or things are just really busy, I tell myself that if it weren’t for the customers, I wouldn’t have a job.
4. I look at things from the customer’s perspective.
5. If I can’t help a customer, I find someone who can.
6. I think of the customer as my boss.
7. If I’m in a bad mood, I make sure it doesn’t show at work.
8. When a customer complains, I realize that it is just an opportunity to solve the
problem because the customer wants to continue to be a loyal customer.
9. If I am having a tough day, I try to turn it around so it doesn’t impact the
customer.
10. I work hard to exceed customer expectations.
“Review the results of the self-assessment and reach your own conclusions about your insight into customer service and how it benefits your telecom,” Saxby says. “You have nothing to lose and your telecom has everything to gain.”
Measure-X is a measurement, training and recognition company that specializes in customer service and sales skills. For more information on Measure-X, call 888-644-5499 or visit its Web site at www.measure-x.com
