Give Yourself A Number-The CUSTOMER LOYALTY Advantage: "Want better customer outcomes? It's as easy as counting to 10" (en Inglés)
Reseña del libro "Give Yourself A Number-The CUSTOMER LOYALTY Advantage: "Want better customer outcomes? It's as easy as counting to 10" (en Inglés)"
We often hear about the organizations that are 'The Best, ' when it comes to Customer Service. Yet when asked 'how' they do it, we hear things like: "Treat your customers the way you'd like to be treated." Or, "We tell our employees to use their own 'good judgment, '" and "Happy employees result in happy customers." Is that it? Follow the 'Golden Rule' and use 'good' judgment." Actually, Customer's want to be treated the way, 'they' want to be treated. And, what is 'good' judgment, and does everyone use it? And treating your employees well is always a good idea, but there's no guarantee they will pass it on. I get the impression, that these companies know 'what' they are good at. They excel at providing excellent service to their customers. But when asked 'how' they provide it, it usually is some pleasant words or phrases that sound good, but are not actionable or helpful enough for the employee hearing them, to know what to do. Why do even the most successful customer service companies have difficulty describing 'how' they handle customer service? Well, for starters, as it relates to customers, they're potentially all different...all 7 Billion of them. And, often you can get different reactions from the same person to the same situation at different times. Plus, different people will react differently to the same situation. The optimum customer solution is usually specific and customized to the individual and the unique circumstances at that moment in time. But this 'customized' service delivery complicates successful execution, making it more difficult to 'standardize' service training or to rely on 'one size fits all' policy pronouncements. That's why some companies, often give some vague end-result guidance, and leave it up to the employee standing in front of the customer, to use their own judgment to come up with the best customer solution. While it's an easy way out, the employee hearing things like: 'we put our customer's First, ' don't really know what to do differently, when they get back to the customer 'front lines.' If every customer and every situation is unique, a 'consistent approach' will satisfy some customers, but not all. So, what is needed is a real-time customizable process, that is simple for everyone in the entire organization to use and understand. Instead of telling people what to achieve and leaving the specifics up to them, coach them on a process that allows them to know 'how' to do it. The best customer solutions occur when we focus on influencing service delivery 'behavior' that leads to the best outcome, rather than just making a pronouncement about a desired end-result. That's exactly what the GYAN Process (Give Yourself A Number) can do. Now you know. Now, it's up to you.
