- Monitor performance by reference to core customer service
values and expected behaviour. - Recognize and reward high levels of customer service
achieved by individuals and teams.
Behaviours that delight customers
- Be helpful, polite, friendly and positive with customers.
- When dealing with customers, smile, make eye contact and
look and sound enthusiastic. - Speak clearly.
- Show personal interest.
- Show sympathy with customers making complaints – listen
to what the customer has to say, establish the facts, agree
what needs to be done, keep the customer informed. - Provide information immediately or let customers know
when they can expect it. - Keep promises.
- Answer telephones promptly.
- Reply to letters, faxes, e-mails and voicemail messages
quickly. - Concentrate on the needs of customers, not on what is
easiest to sell.
CASE STUDY – CUSTOMER SERVICE AT
LANDS’ ENDAt Lands’ End, the highly successful mail order clothing
company, one of the key values is expressed as: ‘Put the customer
first. Achieve an even higher level of customer service through
personal attention and new technology’. This is expanded by the
following statement of ‘what we believe in’:
- Satisfied customers and employees.
- Integrity, honesty, friendliness, respect and trust.
- The imperative to offer quality products and services at a
fair price. - Lasting relationships with customers who appreciate our
brand and its value. - Innovation in all we do.
How to Delight Customers 69