Does your customer service stack up?

cUSTOMER service is the most important function of your busi-

ness.

Regardless of the product or service you sell, your ability to produce satisfied customers enables your company to prosper.

Customer service builds loyalty and earns the kind of quality reputation envied by competitors. Outstanding customer service can be mastered with the proper attitude and by focusing on the daily contacts with your

A Gustomer Has A Right To:

courtcous, considerate treatnlcnt at all times.

have expectations that quality, price and dclivery will be as rcprescntcd prior to the purchasc.

. be servcd by skillcd, knowlcdgeablc pcrsonnel dedicatcd to his best interesls.

bc promptly and fully informe<J whcn the seller's comnritmcnl cannot bc met. to cornplain and receivc prornpt, fair handling and resolution of thc cornplaint.

cxfrcct cxtra cl'lbrt in crncrgcrrcics. never hcar "That's not tny dcpartmcnt." expect appreciation lbr present, past and f'uturc busincss.

Councsy of Michigun Rcail Hunlware Asyx.iutittr.

customers.

An attitude of appreciation for your customers makes acquiring the habits of effective customer service a pleasure. In all areas of your business, it helps to remember that "to serve" is the true definition of customer service.

Here are some suggestions from Roger M. Hunsberger, ASR Industries, that will have enorrnous impact upon the people with whom you deal:

Courtesy: a cordial greeting for all who contact your establishment in person or by telephone, regardless of their appearance or demeanor. They pay you a compliment by choosing your enterprise over the competition. Respond with sincere gratitude.

This includes answering the telephone immediately. Don't assume someone else will get it. Knowing the answers to the questions a caller may ask isn't all important. It's concern that they are not kept waiting that demonstrates you care. It will not go unnoticed.

Followup: don't let any inquiry languish. Prompt quotations can result in immediate sales, even when the price is higher. You may lose the sale, but gain a customer through your eagemess to serve his needs.

If you follow up fast, problems will not become complaints. Ask questions and provide solutions. Telephone messages, especially voice mail and electronic messages, need to be answered promptly if you hope to receive a future opportunity to serve.

Thank you: you can't say it too many times. We all need to hear it.

People make a difference: we all see examples of good customer servers each day.

The salesperson who patiently assists a confused customer, always informing and helping, and never making the non-expert feel uncomfortable.

The credit person who recognizes that the loyal customer, with a previously good payment history, may need support as much as a reminder of payment due.

Managers who stay in touch with their customers, periodically calling just to say, "Thanks for your business."

No matter how sophisticated technology becomes, it will never replace the personal touch. Customer service in its essence is people. Salespeople who successfully interact with customers enable your business to survive and flourish.