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LydiaMiller
Marketing Specialist & Sales Trainer
/ Moderator
Dec 8, 2010, 11:12 AM
Post #1 of 1
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By Lydia R. Miller
The phrase “customer service” has been very over-used and under-valued in today’s world. It is taken for granted when there is no commitment on the part of the organization and people in supervisory roles to ensure each ‘guest’ is treated with respect and empathy. These two qualities help to set the foundation for ensuring excellent customer experiences, word-of-mouth referrals and most importantly, big smiling faces.
Customer Service means different things to different people and is an extension of our personal values in how we deliver that service. Consequently, our expectations regarding the level of quality dictate our perception of service. The level of “Customer Service” that is delivered can be measured by one’s own ‘attitude’, ‘passion’ and ‘pride’.
• Is your personal ‘attitude’ contagious and worth catching?
• Is your level of ‘passion’ demonstrated daily and self-evident?
• Is your sense of ‘pride’ deep enough to extend well beyond the 9 to 5 norm?
If you can answer “ABSOLUTELY!” to each of the above three questions, then you possess what it takes to produce incredible results with your customer service delivery and the ability to leave a lasting and very positive impression with everyone you encounter.
More important than the initial delivery of any service is the ability to bounce back after a major mishap. It is crucial to understand the error and go way above the minimal corrective action to redeem oneself in the eyes of the guest or customer. Effective communication skills are key in conveying your understanding of the situation and providing a solution to exceed the guest’s satisfaction.
How one is motivated to achieve excellence and attract the best of the best is a key factor. Companies can motivate you with external rewards but only the individual can motivate themselves from within. Every customer, both internal and external, must feel special on an individual and personal level. This is the major difference between sales and customer service as we are trained to not take it personally when we get rejected in a sale. From the first encounter with a customer until their final departure, each one must be treated as though they are a guest in our home for the first time.
Maintaining a solid and untarnished reputation is a talent that many individuals strive for but few achieve. It takes years to develop and only a moment to destroy. A company’s reputation is a valuable commodity that will help sustain a business and attract new employees. Whenever we are in the public eye, we must put our best face forward as our behaviours reflect who we are and who we represent. So, Happy Holidays to everyone and remember to Put Passion in Your Performance!
SPECIAL HOLIDAY OFFER: Contact me before Dec 31st and I’ll send you my “Top 10 Tips for Exceptional Customer Service”. Email me at Lydia@millertouch.com or write to me at: The Miller Touch Training Group Inc., 5503 Stellar Place, North Vancouver, B.C. Canada V7R 4N3.
Lydia Miller is a Certified Hospitality Sales Professional with over twenty-five years of sales and marketing experience accumulated from within the finance, performing arts and hospitality industries.
The Miller Touch specializes in delivering customized sales workshops and presentations for the accommodation industry with a focus on retirement communities and hotel properties. Ms. Miller is a successful consultant assisting retirement communities, hotel operators, and other industry associations improve profitability, sales productivity and client/member relations. She is a founding professor with eHotelschool.com having written advanced online courses in international sales and marketing and in event planning and conference management.
For more information: The Miller Touch Training Group Inc.
Lydia@millertouch.com
Direct Tel: 604.984.7445
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(This post was edited by LydiaMiller on Dec 8, 2010, 1:32 PM)
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