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Everything a customer experiences from the time he or she makes contact with an organization, in person, on the phone, or through other means, affects that customer’s perception of the organization and its employees. To positively influence the customer’s opinion, customer service professionals must be constantly alert for opportunities to provide excellent service. Making a little extra effort can often mean the difference between total customer satisfaction and service breakdown. As you have seen in this chapter, people are varied and have different behavioral styles. Recognizing the differences and dealing with customers on a case-by-case basis is the foundation of solid customer service. By examining individual behavioral tendencies, actions, communication styles, and needs, you can better determine a course of action for each customer. The test of your effectiveness is whether your customers return and what they tell their friends about you and your organization. |