Customer Service Excellence – 11 Key Questions | Transitions Intl
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Transitions Intl / Customer Service and Sales  / Customer Service Excellence – 11 Key Questions
1 June 2012 In Customer Service and Sales By Lalita Raman

Customer Service Excellence – 11 Key Questions

You decide to go to a restaurant with some friends for dinner. This restaurant prides itself in impeccable customer service, excellent delicacies, a new menu every week and the freshness of the dishes they serve. You look at the menu and decide on some dishes. You have some diet restrictions and request of the restaurant manager to serve you a salad without some items.  The restaurant manager refuses and tells you that the dishes have to be ordered as they are.  This is an expensive restaurant and you are not pleased and swear never to go back. On the other hand, now imagine a restaurant where the menu is simple, has limited variety but again prides itself in almost similar qualities as the first. However they are willing to be flexible and in terms of price is almost equally priced as the first one.

  • Which one would you go back to
  • Where do you see a value added service
  • Where do you think the price is justified
  • Who is actually walking the talk
Does pricey always mean value? The same dynamics of value creation can be extended to a sales role in any industry. In every sale, in every field if you have no real intention of creating value for your customer, then you aren’t selling. In selling and marketing you need to lead with your value and not your rates. You need to make it meaningful in that you create a better outcome for your clients.
When you say you add value to your clients in any organization it would imply adding value from an operational, functional view, and results in adding wealth to the overall business goal and this goal is in alignment with what your client needs. Are you listening to where you can add value for clients when you ask of a new client as to how they would like to be serviced?

 

There is a school of thought that most things are commoditized and yes over time if you don’t create your niche or add value, it’s easy to be a price taker than price maker. However everything can be differentiated, personalized, and there are opportunities to value price your services. The key is Customer Service Excellence (CSE) and all that goes with that. Developing CSE is an intangible, intellectual resource. You can take your clients as far you have gone yourself. They are probably looking for their better selves in you. YOU thus need to have that Edge. You need to create that value and walk your talk that you create value worth paying for.

 

To quote Fergal Quinn in his book Crowning The Customer “All too often the real energy on the marketing front goes into attracting new customers whilst the ultimately more important task of nurturing the existing customer base gets a lower glamor rating.”

 

So what are they key questions you need to ask yourself
  1. Are you proactive or reactive
  2. Are you a self-starter
  3. Are you able to follow through right till the end? Have you made yourself personally accountable for the entire transaction/s ?
  4. What way are you adding value
  5. Do you think your price justifies the value you think you have created
  6. Are you committed to rendering value and executing what you have promised
  7. Are you persistent or pushy
  8. Are you consistent and reliable
  9. Are you bold enough to handle rejection and evaluate why so?
  10. Are you continuously improvising in your delivery and service
  11. Are you the ‘go-to’ person in that subject matter
  12. Are you willing to make things happen
  13. Do you make yourself responsible for every aspect of that sale even well after the sale is completed.

CSE is total integrated, organization wide process. It is an attitude-a mindset and not merely a procedure.  Are you creating value?

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