Every organization almost without exception relies on the quality
of its customer support. However, sending out a questionnaire
and teaching staff to smile as they greet customers will not go far
unless customer support and care form an integral part of
everything you do. Does the concept of delighting your customers
run through your entire operation or is it only surface deep?
Customer support is an integral part of you and your
organization if you hold beliefs that support your thinking
about your customer. A specific set of beliefs that support
caring and delighting your customers are as follows:
❏ The response you get is a measure of the service you
provide.
❏ Whatever your customer says and does to you has a
benefit to your business. This is true if you accept there is
a potential benefit to you in any situation.
❏ There is no failure, only feedback. Knowing and acting on
feedback will keep you in touch with your customers and
ensure that your business meets and even anticipates their
needs.
❏ Each person is unique. By understanding and relating to
that uniqueness you will earn your customers' respect.
❏ Whatever your customers' circumstances, by believing that
there is a solution to every problemyou will find new and
creative solutions with which to move forward together.
By holding beliefs such as these, you will learn how to deal
with your customers appropriately.
Skilled negotiators, those who are able to resolve conflict and
bring situations to a solution that has the commitment of all
parties involved, believe the following:
❏ It is desirable and possible for all parties to meet their
needs in negotiation.
WRITE YOUR OWN LIFESCRIPT: BELIEFS OF EXCELLENCE 257