Customer centric organizations deliver World Class Customer Care. World Class customer care is the “obsessive” commitment by an organization to exceeding customers’ expectations and delivering consistently exceptional experiences. World Class Customer care is intentional. A Culture of Service is supported and reflected by the entire company.
The Image of Service
The First Impression a customer has of an organization typically creates a lasting impression. This is also known as a Moment of Truth, when a customer forms an opinion of the organization. Organizations committed to World Class Customer Care ALWAYS ensure that the First Impression that their customers form is “Exceptional”. These organizations ensure that employees are well dressed and Eager to Serve, greet customers with a smile, and are knowledgeable and able to respond quickly to customers.
The Language of Service
World Class Customer Care means that employees place great importance on their Choice of Words. There are two types of words in Customer Care; words that infuriate the customer and words that motivate the customer. The use of words that motivate the customer, enable employees to communicate with their customers “without conflict”.