Take the Loyalty Leader Self-Assessment: Are You Delighting Your Customers?

Each of us has the opportunity every day to build loyalty by exceeding the expectations of our internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows. Take this short quiz as a self-assessment to see if you are delighting your customers:

1. I understand that my co-workers are also my customers and that we are all part of a customer service chain. True False
2. I take ownership of my customers’ problems and do everything possible to avoid having to transfer their call to another area. True False
3. I use my customer's name in every conversation. True False
4. I listen very carefully to what my customers are telling me, so I can clearly understand their needs and feelings. True False
5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place. True False
6. I always assume that my customers are being honest. True False
7. I try to be flexible to meet the needs of my customers. True False
8. I try to do what is best for my customers, not what is easiest for me. True False
9. I look for ways to build loyalty even when I can't provide the service that my customer has requested. True False
10. When I need to transfer my customer’s call to another area, I contact the other employee and explain my customer’s problem so they do not need to repeat it. True False
11. I follow up with every customer who was upset or had a complex problem. True False 12. I stop what I’m doing to actively listen when co-workers or customers are speaking to me. True False
13. I follow up with co-workers to let them know the outcome of the service they started and needed to send to me for completion. True False
14. I add my personal “signature” to every customer interaction. True False
15. I look for ways to spread a positive customer service spirit. True False
16. I ask myself with every customer, "If this were me, what would I expect?" True False 17. I always thank my customer for calling, no matter what the service request. True False 18. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
19. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
20. I frequently compliment my co-workers for a job well done--in front of other people. True False
21. I make a sincere effort to remember personal details about my customers such as birthdays, children's names, their jobs and accomplishments. True False
22. I treat my customers with respect and do not become defensive, even when they are angry. True False
23. I understand that my customers’ time is extremely valuable, so I do everything to provide them with fast, seamless service. True False
24. I am willing to go the extra mile for each of my customers to delight them with service that exceeds their expectations. True False
25. I look for opportunities to thank my customers every chance I get. True False

If you had 20 to 25 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.
If you had 15 to 19 'True' responses, you're on your way and you have an opportunity to improve your service skills.
If you had fewer than 15 'True' responses, you may need some extra customer service skill coaching.

Today, customer service is more important than ever before. Do your employees have the skills and tools they need to provide unforgettable service? Exceptional customer service is the only way to build loyalty and boost your profits. But the quality of service is only as good as the employees who deal with the customers.

source: Loyalty Leader Quick Tips - Issue #314 - "Loyalty Self-Assessment: Are You Delighting Your Customers?"

"Nature has given us two ears, two eyes, and but one tongue-to the end that we should hear and see more than we speak."
~Socrates

No matter what the problem--OWN IT. Avoid the, "It's not my job attitude."

Good Intentions Don't Count With Customers

While shopping one day I noticed a "No Wait" policy posted in a grocery store.
The sign declared, "We guarantee that you will no longer experience long lines. When we see more than three people in line, we will open a new register immediately."

I had plenty of time to read the sign. There were six people in line ahead of me!

Customer service standards are only as good as the people who enforce them. Business leaders are filled with good intentions, but good intentions don't count. When it comes to the delivery of service, the only things that do count are the actions that customers actually experience. If a company boasts about its customer service policies and then fails to deliver the promised service, it actually does more damage than if it had never created the standards in the first place. When this occurs, customer trust is replaced by skepticism.

When developing customer service standards for your organization, make sure they can realistically be supported through current staffing and budget. Customer service standards should be simple and easy to implement. Training should be provided at all levels of the organization so every employee knows the following:

WHAT customer service actions are expected of them.

HOW to deliver great customer service.

WHEN to make exceptions in order to make the customer happy.

WHY their role in customer service is important to their career and the success of the organization.

A recognition program needs to be in place in order to reward employees for delivering great customer service. Accountabilities need to be defined so employees know how their customer service behavior will be measured. They also need to clearly understand the consequences when they fail to meet the service standards.

Great customer service intentions don't count unless they’re backed up by actions and attitudes that demonstrate that you sincerely care about your customers. You can have real empathy for a customer, but if you are unable to communicate that empathy, your customer won't believe you are being sincere.

As David J. Schwartz says that "Life is too short to waste. Dreams are fulfilled only through action, not through endless planning to take action."

source: Debra Schmidt 's Loyalty Leader Quick Tips - Issue #313 - "Good Intentions Don't Count With Customers"