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Customers quality-service

Variables Used By Customers To Determine Quality Service

Availability – of goods and services and how Customers can determine quality service.

Reliability – consistence of your performance and dependability.

Responsiveness – your willingness or readiness to provide service.

Competence – the possession of the required skills and Knowledge by the employee, to provide the service.

Access – organizational approachability and ease contract.

Courtesy – politeness, respect, friendliness of contact personnel.

Communication – keeping customers informed in a language they.
Understand, listen.

Credibility – trustworthiness, believability, honesty, customers’
Best Interest at heart.

Security – freedom from danger, risk or doubt.

Understanding/ – efforts to know customers’ needs Knowing

Tangibles – physical evidence of service
– Building, appearance of personnel
– Tools used to provide service
– Other customers in facility

Check also: 15 ways to handle customer complaints

 CUSTOMER SERVICE FACTS.

• Dissatisfied customers tell an average of 10 other people about their bad experience: 12 percent tell up to 20 people.
• Satisfied customers will tell an average of five people about their positive experience.
• It costs five times more money to attract a new customer than to keep an existing one.
• If 25 customers are discontented with your service, 20 won’t tell you. 13 of the 25 will transfer their business somewhere else.
• Up to 90 percent of discontented customers wont buy from you again, and they won’t tell you why.
• Ninety six percent of the discontented customers dont complain of substandard service.
• In many countries, quality of service is one of the few variables that can distinguish a business from its competition.
• The first 30 seconds of phone call or meeting sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport.
• Providing high-quality service can save your business money. The same skills that lead to increased customer satisfaction also lead to increased employee productivity.
• Customers are willing to pay more to receive better services.
• Ninety four percent of discontented customers will begin to be  faithful customers again if their complaints are delt with pretty well and fast.
• A good sale is good service.

THE TEN WORST THINGS TO SAY TO A CUSTOMER.
• I can’t ………………………………………………………………….
• You are wrong ……………………………………………………..
• You will have to ………………………………………………………….
• I don’t know ………………………………………………………………
• Call back later …………………………………………………………….
• That’s not my job …………………………………………………………
• Sorry, there is nothing I can do ……………………………………
• Now, calm down ………………………………………………………..
• Are you sure ……………………………………………………………
• No ……………………………………………………………………………

TEN BEST THINGS TO SAY TO A CUSTOMER.
• I’d be glad to ………………………………………………………………
• I can see how you’d ……………………………………………………..
• Thank you for ………………………………………………………………
• You’re right ……………………………………………………………………
• We appreciate ……………………………………………………………..
• I will personally ……………………………………………………………….
• I will find out …………………………………………………………………
• You might want to ………………………………………………………….
• For you ………………………………………………………………………….
• I’ll do my best …………………………………………………………………..

 GROUP ACTION PLAN AND IMPLEMENTATION SCHEDULE FOR STRATEGIES TO IMPROVE CUSTOMER SERVICE.
• Immediately
• Medium term
• Long term

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