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eye contact with the customers or greeting them in a friendly manner. The bank trained the tellers to be friendlier, smile more, greet customers by name and use eye contact. Now that kind of training didn’t hurt; after all, those are important elements in the customer service mix. But the training didn’t result in their customers being any happier because they didn’t get to the real cause of their customers’ unhappiness with the service. The bank, after surveying their customers, later found that what really satisfied their customers the most was completing their transactions in a reasonable time. Yes, being friendly and making eye contact was an important factor, but if the tellers could not answer the most important needs of the customer - namely fast service - their customers would not be totally satisfied. Are you making this mistake?
Assuming you know what your customers want and then delivering that? Don’t guess at what your customers want, get busy and find out? both internal and external. Peggy Morrow, CSP, is President of Peggy Morrow & Associates. She has over twenty years experience working in the areas of customer service, teams and time management. Author of two books on customer service, she has also published over 400 articles on management and customer service as well as being named a “content expert” for Inc Magazine’s web page, Inc.com. © 2008, Peggy Morrow. All rights reserved. For information about Peggy’s programs Contact FrogPond at 800.704. FROG(3764) or email susie@FrogPond.com; http://www. FrogPond.com.
Written By Peggy Morrow ExecutiveAgent Magazine
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