The Six Pillars of Customer Service
According to Belding , global leaders in Customer Service Training and Workplace Performance, the behaviour that creates outstanding Customer Service fall into six categories, referred to as the Six Pillars of Customer Service. Attitude Being caring; solution-driven; having empathy; being positive; being friendly and cheerful; having energy; being on-stage are parts of the hallmark of attitude. Attitude is the cornerstone of outstanding customer service, and contrary to popular belief, you can influence it. Interest Being 100% customer-focused; asking questions; listening; and personalizing the relationship exhibit interest. All of our actions need to convey to a customer that they are important to us. The research tells us that over 80% of service failures come from the perception that ‘you just don't care’. Action Action is about taking ownership, solving problems, being creative, following through, and following up. When c...
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