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. |