CaTS is in the helping business. It is what we do. Customer service is
an integral part of our jobs and should not be seen
as an extension of it. CaTS has high expectations of you and your work.
Take time to read the below and view the videos found here.
The practice of customer service should be as present on the show floor as it is in any other sales environment.
The Ten Commandments of Customer Service
- You are in the customer service industry. This means you are in the business to service customer needs,
and you can only do that if you know what it is your customers want.
When you truly listen to your customers, they let you know what they
want and how you can provide good service.
- Be a good listener. Take the time to identify customer needs by
asking questions and concentrating on what the customer is really
saying. The first step is to listen to their words, tone of voice, body language, and most
importantly, how they feel. Beware of making assumptions - thinking you
intuitively know what the customer wants. Do you know what three
things are most important to your customer?
- Identify and anticipate needs. Customers don't buy
products or services. They buy good feelings and solutions to problems.
Most customer needs are emotional rather than logical. The more you
know your customers, the better you become at anticipating their needs.
Communicate regularly so that you are aware of problems or upcoming
- Make customers feel important and appreciated. Treat them as
individuals. Always use their name and find ways to compliment them,
but be sincere. People value sincerity. It creates good feeling and
trust. Think about ways to generate good feelings about doing business
with you. Customers are very sensitive and know whether or not you
really care about them. Thank them every time you get a chance.
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.
- Help customers understand your systems. Your organization
may have the world's best systems for getting things done, but if
customers don't understand them, they can get confused, impatient and
angry. Take time to explain how your systems work and how they simplify
transactions. Be careful that your systems don't reduce the human
element of your organization.
- Appreciate the power of "Yes". Always look for ways to help
your customers. When they have a request (as long as it is reasonable)
tell them that you can do it. Figure out how afterwards. Look for ways
to make doing business with you easy. Always do what you say you are
going to do.
- Know how to apologize. When something goes wrong, apologize.
It's easy and customers like it. The customer may not always be right,
but the customer must always win. Deal with problems immediately and
let customers know what you have done. Make it simple for customers to
complain. Value their complaints. As much as we dislike it, it gives us
an opportunity to improve. Even if customers are having a bad day, go
out of your way to make them feel comfortable.
- Give more than expected. Since the future of all companies lies
in keeping customers happy, think of ways to elevate yourself above the
competition. Consider the following:
- What can you give customers that they cannot get elsewhere?
- What can you do to follow-up and thank people even when they don't buy?
- What can you give customers that is totally unexpected?
- Get regular feedback. Encourage and welcome suggestions about
how you could improve. There are several ways in which you can find out
what customers think and feel about your services.
- Listen carefully to what they say.
- Check back regularly to see how things are going.
- Provide a method that invites constructive criticism, comments and suggestions.
- Treat employees well. Employees are your internal
customers and need a regular dose of appreciation. Thank them and find
ways to let them know how important they are. Treat your employees with
respect and chances are they will have a higher regard for customers.
Appreciation stems from the top. Treating customers and employees well
is equally important.