Udara lembab; peluh mengembun basah
130 tahun lalu seorang bayi menghembuskan asa
"Habis Gelap, Terbitlah Terang"
putri Raden Mas Adipati Ario Sosroningrat, bupati Jepara
dan Ibu M.A. Ngasirah...
Menanamkan nilai-nilai Ketuhanan, Kebijaksanaan dan Keindahan
Nasionalisme serta peri kemanusian
Saat kelam hijab emansipasi akan ilmu pengetahuan
Saat nasib perempuan masih ada di pojok-pojok pendopoan
Seorang perempuan menebarkan benih keterbukaan
25 tahun usia cukup sudah
meninggalkan dunia fana dengan semangat membara
mendudukan wanita pada kodrat dan sumbangsihnya
lelaki-perempuan sama derajat dalam berbakti kepada negara dan masyarakatnya
Ibu kita Kartini sudah mencapai cita-citanya...
Sekarang ini, Kartini menatap kebebasan diri
Sekarang ini, Kartini melakukan pekerjaan lelaki
Sekarang ini, Kartini menjadi suami
Sekarang ini, Kartini di atas mimpi
:RA Kartini hanya membisu menerawang gagasannya 125 tahun yang lalu..
Senin, April 20, 2009
Senin, April 13, 2009
Quality of Service is Based on Customer Perceptions
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
Langganan:
Postingan (Atom)
