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Communications
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Each year, someone does a study about why businesses lose customers. It\\\'s no mystery to us, but for the record:
• One percent will die.
• Three percent will move away.
• Five percent will be lured away by others.
• Nine percent will leave simply because they found a better price.
• Fourteen percent will leave because of unresolved complaints.
• Sixty-eight percent leave because of Poor Service, Discourteous Treatment or Indifference.
Now you know.
Many
people mistakenly believe that a return to the good, old-fashioned days
of customer service is what\\\'s needed. We like tradition, mind you, and
simple courtesy will work wonders in any communication.
Yet
modern offices and businesses require an integrated approach to be
successful. Combining new sales and presentation information methods
with never-out-of-fashion honesty and ethical business practices is the
way to go.
Look for ways to help those whose desks are piled high
instead of berating them for snapping at a customer who placed one
thing too many on their plate. People are not, by nature,
indifferent--well, most are not. Nor are people inclined to deliver
poor service or be discourteous.
Most of us want to help others;
we just need the opportunity to develop the customer service skill sets
that offer a better way to communicate what our company does in a
clear, concise, easy--and fast way. Look for new ways to launch
customer service campaigns and new methods to deliver a finely-honed
message. Get buy-in from those delivering the service when constructing
the message to ensure a comfortable fit. The result will be courteous
service--delivered by happy people.
©BrowningLaFrankie 2009
For more information see http://www.browninglafrankie.com
Darrell
L. Browning is a principal and founder of BrowningLaFrankie, LLC, a
Philadelphia-based company specializing in helping companies manage
crisis situations, train leaders in media and presentation skills and
facilitate strategic change through leadership coaching and
organizational development workshops. BrowningLaFrankie are
trainers-of-choice for The Wharton School MBA Program at the University
of Pennsylvania.