After reading the article and watching the performance held by David Bequette and John Boccuzzi Jr. on customer service there are a few things which I would like to set a light on. In particular, that they have changed my opinion on servicing individuals, because the key point is not just to be capable to do our best to make our customers feel satisfied, and also to maintain the very best of our service. Now I will share a few things I’ve noticed that will be very functional in my work.
There must be one specific detail in our sense of excellent service, which, is going the extra mile and even beyond. If to perform only the prescripted actions which, as a rule, are a part of our working flow, there is a strong need to provide a good service in the best possible and available way. Moreover, we need to follow a quite simple rule and perform even more that is usually expected, because it is the only way to be remembered by our customers in terms of good customer service. Consequently, this might be their reason to use our service in the future over and over again. We need to become not only computer partners but their friends, who could assist anytime and anywhere, and this help must be exclusively exceptional. They may forget what was said, but will remember how you make them feel, and that is the most predominant formula of making people enjoy the service that it is being provided.
One more thing, I would like to mention is to realize that each and every customer’s requests are valuable and offer a solution could make everyone contented when the service is provided. Sometimes, the same techniques on individual customers’ requests could give some opposite results. One would like to resolve a problem in the quickest way, another would not like to hurry in order to get ingrained to all peculiarities of the issue in order to achieve the highest quality of the final result. A process of identifying a customer’s needs is a crucial piece of the excellent service we are trying to provide. So, that’s the thing I must make my skill to become more useful for clients.
One last small thing, I would like to underline is to create relationships with our clients. We need to make them feel like they’re phoning their old friend to get help, and that makes them contented. I’ve noticed to call my customers by name to make them feel easier.
In conclusion, the course gave me priceless knowledge, and I would recommend it to my colleagues. The improvement of even the smallest and tiniest details could lead to some bigger and more massive results. So, it is to be understood by a customer why our service is better than another. And, it is my job to make sure that each individual customer would come to such a conclusion.
