{"id":69,"date":"2017-09-14T14:13:02","date_gmt":"2017-09-14T14:13:02","guid":{"rendered":"https:\/\/dixon-appointments.ap.applyflow.com\/employers-recruit-news-customer-service-starts-at-the-top\/"},"modified":"2024-12-12T19:02:15","modified_gmt":"2024-12-12T19:02:15","slug":"customer-service-starts-at-the-top","status":"publish","type":"page","link":"https:\/\/www.dixonappointments.com.au\/employers\/recruit-news\/customer-service-starts-at-the-top\/","title":{"rendered":"Customer service starts at the top"},"content":{"rendered":"

\n\tCustomer service starts at the top<\/h1>\n

\n\tby Charlotte Garner<\/em><\/h3>\n

\n\t <\/p>\n

\n\t\"\"Customers are the most important people in any business. Customers are not dependent on us, we are dependent on them! Dissatisfied customers never forget and dissatisfied customers talk.<\/p>\n

\n\tSo why is servicing customers given a lower priority by many business units?<\/div>\n
\n

\n\t\tWhat customers want…<\/h3>\n<\/div>\n
\n\tCustomers care about their issues and problems first and foremost.  They want a quality service or product.  They want instant responses to their queries.  They want a caring attitude, particularly if they have a problem.  They want solutions to problems and they want someone to take responsibility for resolving their issues.<\/div>\n
\n\tIn short, customers want to know that you care about them.<\/div>\n

\n\tCustomer service starts at the top…<\/h3>\n

\n\tThe most successful companies focus on instilling a commitment to customer service in every member of the organisation, from the top of the corporate ladder down – not up.<\/p>\n

\n\tIf your senior managers are not spending any time with your key customers, what message does this send to the team?  It might say to them that it is less of a priority.<\/p>\n

\n\tIf senior managers are spending time talking to customers, it sends a big message to the rest of the organisation….customers matter!<\/div>\n
\n\tOrganisation leaders must educate people to put the customer first – and the best way to educate is by example.<\/div>\n

\n\tA team commitment…<\/h3>\n
\n\tIf team members are not committed to customer service, then any well-planned program will fail.  Set customer service goals and encourage everyone to meet them.  Enable all team members to see firsthand what the customer needs by bringing them into direct contact with customers on a regular basis…regardless of their position.<\/div>\n

\n\tResolve complaints quickly…<\/h3>\n
\n\tEncourage your team to think and act independently to solve customer problems.  Every member of your team must have the authority, responsibility and training to deal with customer complaints.<\/div>\n
\n\tRemember that customers want their issues resolved quickly.<\/div>\n

\n\tKeep customers coming back…<\/h3>\n
\n\tDon’t let complacency set in.  It isn’t unusual that after we have ‘won’ a new customer, the service that customer received when being ‘courted’ deteriorates.  Superior customer services means treating each customer as a new customer every time.  Repeat customers are vital.<\/span><\/div>\n

\n\tHave the right systems in place…<\/h3>\n
\n\tEvery customer is bound to have a complaint or an issue at some time, but how your organisation resolves those issues can differentiate you from your competitors.<\/div>\n
\n\tYour processes should not be centred on the procedures involved, but rather on ‘swift action’.<\/div>\n
\n\tMake sure that throughout your organisation the emphasis is on the resolution, rather than an elaborate process.<\/div>\n

\n\tBeing customer focused in not an item on a to-do list you can just check off!<\/h3>\n

\n\tClick here <\/a>for a Printer Friendly Version.<\/p>\n

\n\tClick here<\/a> to read other RecruitNews articles.<\/p>\n

\n\tFor further information, contact Charlotte on 9629 9999 <\/strong>or email: cgarner@dixonappointments.com.au<\/a><\/p>\n

\n\t <\/div>\n","protected":false},"excerpt":{"rendered":"

Customer service starts at the top by Charlotte Garner   Customers are the most important people in any business. Customers are not dependent on us, we are dependent on them! Dissatisfied customers never forget and dissatisfied customers talk. So why is servicing customers given a lower priority by many business units? What customers want… Customers…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":49,"menu_order":10,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","footnotes":""},"class_list":["post-69","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/pages\/69","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/comments?post=69"}],"version-history":[{"count":0,"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/pages\/69\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/pages\/49"}],"wp:attachment":[{"href":"https:\/\/www.dixonappointments.com.au\/af-api\/wp\/v2\/media?parent=69"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}