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Great Customer Service Rules and How to build relationships and commitments with the customer

September 25th, 2008 at 08:48pm Under General

Customer Relations And Commitment

Contrary to the popular belief, the external clients are not the only customers. There are customers within an organization too. As mentioned earlier, all work is a process.

Each activity in a process is handled by several people working on various components of the task either simultaneously or sequentially, as in a assembly line process. Some of the components may be a prerequisite to further processing. In this scenario, the next person  waiting to received  the component  from you, could be termed as your customer. You have to deliver the goods to him, for him to proceed with the work. You not only have to finish your task, but also do it on time. For example, in the process of submitting reports and vouchers for reimbursement of money before a certain date, the accounts department become your internal customer, as you have to complete certain tasks for them on time. On the other hand, while processing the vouchers and sanctioning the money for payment, you become an internal customer for the accounts personnel.

In today’s highly competitive world, the customer is king, You have to provide the customer with zero-defect products and services, on time, to win his confidence and continue the partnership.

In real life situations it may so happen that you might have to face dissatisfaction of the customers. In such situations, you as a professional, are expected to be objective and non-judgmental. Do not let such instances form a negative attitude about the customer. Many a times, others comments and remarks on a client or organization may tend to influence you, which you must avoid.

Similarly, one should also not pass negative comments about one’s organization to others, within or outside the organization and must demonstrate loyalty to his work.

Ten Rules for Great Customer Service.

– Commit to quality service.
– Know your products.
– Know your customers.
– Treat people with courtesy and respect.
– Never argue with a customer.
– Don’t leave customers in limbo.
– Always provide what you promise.
– Assume that your customers tell the truth.
– Focus on making customers.
– Make it easy to buy.

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Personal Commitment

September 21st, 2008 at 01:41am Under Uncategorized

Commitment refers to a promise or assurance. It is one of the most important personal qualities that any any employer in the IT industry would expect.

One must have the inclination to fulfill one’s professional commitment at all costs. Often, adherence to commitment may cost you your time, effort, or other resources. But the greatest personal satisfaction is derived from delivering results and keeping up your commitment.

In everyday work situations, you may demonstrate commitment in several ways. One of the most common situation which causes irritation to many clients to many clients, as well as peers, is the delay in replaying to mails or retuning phone calls. or passing on messages to somebody who was out of seat. These are instances when others would acknowledge your personal commitment and trustworthiness in the organization. Even if there is no correct response ready, the promise to get back in a time frame is usually well appreciated.

Personal commitment and sincerity is also called for in situations when you have to deliver any goods, services, or any sub-task of a project, on time to your internal or external customer. You are expected to put in hard work to meet any commitment. Planning and scheduling skills are helpful in such situations, which involves accomplishing a task thoroughly with concern for all aspects, no matter how small, One must establish a course of action to accomplish specific goals.

Every deliverable must be on time. Remember, Result matter, Reasons don’t. Excuses have no place and would invariably create a negative impression.

To avoid situations where you may give excuses, do the following :

– Seek help and get the required resources, in situations where some resources may be lacking
– Avoid procrastination and do the task at hand
– Follow-up with others, if a particular decision pertaining to your task has not yet been taken
– Seek help if there is insufficient time for completion of a task

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