All Customers expect certain things when they call or walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
From a recent article in Forbes Magazine by Micah Soloman, expert in customer service, says:
Do the hustle.
A perfect product, delivered late, feels like a defect. (And the timeline for what customers consider “late” is continually getting shorter.)
If you have to be slow, you’d best work hard to re-define expectations or to change the customers’ experience of time. For example:
Work your line the way Ari Weinzweig at Zingerman’s in Ann Arbor and the Batali family at Salumi here in Seattle do, turning a round-the-block wait into a communal, loyalty-building event, with samples and welcoming words.
On the phone, offer callback times at the customer’s convenience if you can’t answer immediately; Nuance technology, for example, offers this functionality; you may have experienced this option as a passenger if you’ve called Southwest Airlines during a peak period.
In order to have great customer service you must always be one step ahead in meeting your customer’s needs. One simple way Club Systems helps you increase efficiency at the front counter is thru the design of our Check-in Module. Your front desk staff, without any need to leave the customer’s screen, can access member account purchase or payment history, view detailed notes and can take payment for a past due balance with just one click.
Contact a Club Systems representative today for more information.
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