This Month:
"Courteous treatment will make a customer a walking advertisement."
James Cash Penney
Think of a place where you have been to and have experienced exceptional customer service. What made their service exceptional based on your experience? If we were in a room with a focus group, and with you included, I will bet one of the top answers will be that the service people were courteous, right? Now, let us bring it closer to home – where we work. Think of a time where you have given exceptional customer service. Ok, maybe exceptional may be a little tough, so how about think of a time where you have given courteous treatment to a customer. The next question would be, how many times have you given courteous treatment to a customer?
Some westerners say that Asia has the best customer service. Most are observed in the travel-related Asia businesses. Some of the impressions were that they are eager to please and accommodating. Is it a cultural thing? Or is it something that they were taught being in the travel and hotel industry? Some concluded that it was probably a combination of both. One of the things that Asian people have is the tradition of hospitality.
If we Asians have this tradition of hospitality that is embedded in our culture, then we should be able to give our customers courteous treatment, right? The question is, how often does this happen? Giving our customers the courteous treatment they deserve. Given this tradition of hospitality, it should be something that should come as a natural thing for us. But how often do we really practice it?
Remember, that how you treat your customers reflects how you are as a company. Courteous treatment does indeed make our customers a walking advertisement of not only our company but also of our selves.
This Month’s Action Plan:
Want to become better than you are now? Ask these questions:
"Courteous treatment will make a customer a walking advertisement."
James Cash Penney
Think of a place where you have been to and have experienced exceptional customer service. What made their service exceptional based on your experience? If we were in a room with a focus group, and with you included, I will bet one of the top answers will be that the service people were courteous, right? Now, let us bring it closer to home – where we work. Think of a time where you have given exceptional customer service. Ok, maybe exceptional may be a little tough, so how about think of a time where you have given courteous treatment to a customer. The next question would be, how many times have you given courteous treatment to a customer?
Some westerners say that Asia has the best customer service. Most are observed in the travel-related Asia businesses. Some of the impressions were that they are eager to please and accommodating. Is it a cultural thing? Or is it something that they were taught being in the travel and hotel industry? Some concluded that it was probably a combination of both. One of the things that Asian people have is the tradition of hospitality.
If we Asians have this tradition of hospitality that is embedded in our culture, then we should be able to give our customers courteous treatment, right? The question is, how often does this happen? Giving our customers the courteous treatment they deserve. Given this tradition of hospitality, it should be something that should come as a natural thing for us. But how often do we really practice it?
Remember, that how you treat your customers reflects how you are as a company. Courteous treatment does indeed make our customers a walking advertisement of not only our company but also of our selves.
This Month’s Action Plan:
Want to become better than you are now? Ask these questions:
- How do I treat my customers?
- How much do I practice courteous treatment to my customers?
- Have I practiced enough courteous treatment of my customers?
- Am I selective in who I treat courteously? If so, why?
- In every encounter you have with your customers, spot-check yourself. Are you well-spoken? Are you courteous and respectful? Are you upbeat and positive? Are you eager to please your customer?
- You give service to customers today, tomorrow and the next days to come. Are you consistently giving the same courteous treatment every day? If not, why not? Think of the ways you can do to improve your treatment of your customers.
- There will always be difficult customers. That is part of customer service. What makes you stand out from your competitors is how you treat your customers. Remember that they will not be your customers if you do not treat them well. They are your free walking advertisements and they can influence potential customers for your company. So treat them courteously consistently and you will see the results it will bring you and your company.