Build enduring, strong customer relationships based on the principles of trust, responsibility,
loyalty, and satisfying customer needs. These are all crucial elements
of success in an increasingly competitive business world. Retaining current customers
is less expensive and more effective than finding and developing new ones.
The key is to provide courteous, professional service that addresses customer
needs. Although many factors potentially affect your ability to deliver quality service,
you can apply specific methods and strategies to keep your customers coming
back.
Too often, service providers lose sight of the fact that they are the organization
and that their actions determine the outcome of any customer-provider encounter.
By employing the strategies outline in this chapter, and those you read
about previously, you can do much to ensure customer satisfaction and organizational
success. |