Whilst the mission of many organisations today is total customer satisfaction or improved customer satisfaction do the words in fact become the deeds? To ensure your organisation is not just playing lip service to the slogan consider the following to strengthen the consciousness and attitude of every person associated with the organisation

About your organisation.

To better understand your organisation, consider the following questions.

Is your corporate culture one of openness with a customer driven philosophy?

Do you regularly solicit and act upon customer and employee feedback?

Is communication in your organisation one of top down or bottom up?

Is your management totally committed to a change or strengthening of this new philosophy?

Can you consistently enforce the new policies and procedures and ensure integrity is maintained?

Is there a definite commitment to time to ensure constant vigilance and dedication to a customer service philosophy?

Your customer service and problem solving philosophy should include at least some of the following points as reminders.:

• always make your customers welcome. You say hello on the phone, so say hello to every new customer in a face to face situation.

• do not offer excuses (like "we close in 5 minutes so please hurry; I don't know when that item will be in stock etc)

• ensure consistency of behaviour across the organisation

• be interested in your customers and let them know you enjoy doing business with them and serving them

• Don't be too busy for your customers and ensure you make it easy for them to do business with you

• say what you will do and do what you say in the timeframe you promise. Keep customers informed and honour your commitments

• If you must use technology, make sure it is user friendly and that a staff member tests it each day to ensure all is working satisfactorily

• don't pass the buck - whomever first hears the problem should own the problem

• accept the fact that a problem exists and help get it solved

• the customer deserves your best, regardless of the time or the day, length of service, training, hours worked or any other possible issue

• whilst the customer is not always right, never discredit, embarrass, or belittle the customer in any way at all. Discover the source of the customer's problem, belief or attitude and determine if and where your organisation has contributed to these incorrect perceptions or feelings

• the customer is never always completely wrong - learn from experiences with the customer, modify services. Keep an open mind to constant improvement

• treat your employees well - they are customers too and they have family and friends

• exceed your customers expectations. Think well ahead of them

• put yourself on the other site of the counter, on the end of the phone and always remember how you would want to be treated

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