Thursday night I attended a CAPS (Canadian Association of Professional Speakers) Event in Hamilton and a fellow member George Olds http://www.go4results.com who is a customer service expert asked me to preview his latest book titled: In the Shoes of the Customer.
It is a simple yet powerful book that contains timeless relationship building principles.
His Customer Service Communications Model is as follows:
Every customer encounter must:
show you’re aware
Show you care
and show you’re doing your share
In the book he talks about questioning for understanding and listening to the customers.
In the end of the book he has listed what he calles the Customers’ Bill of Rights
The right to eye contact
The right to a smile
The right to a greeting
The right to your name (and the right to have you use mine)
The right to be offered help
The right to your undivided attention
The right to accuracy
The right to a product that does what it’s suppose to do
The right to a fair price for your product or service
The right to thanks for your business
These may seem like common sense to most people, but unfortunately they are not common practise. Now I have just listed them, to find out more visit George’s website and purchase a copy of the book.