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    A Guide to Customer Service Excellence
    A Guide to Customer Service Excellence
    A Guide to Customer Service Excellence
    Ebook44 pages32 minutes

    A Guide to Customer Service Excellence

    By James VanAntwerp

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    About this ebook

    Mastering all of these attributes is no easy task. It takes a great deal of work and patience. Creating a good relationship does not happen overnight. It takes time and proven reliability. You will have to prove yourself and your worth to your customer. To do this you have to execute on requests, provide results, and demonstrate a working knowledge of their business. You will have to show an honest desire to see them succeed while providing solutions that enable their success.
    You cannot always do everything your customer asks because you also have to ensure your own companies success. There will be times when the two companys goals will collide making your job much harder, and thus you will not always be able to do what your customer asks.
    In these cases, using knowledge of their business, your job is to try to present alternatives (always a good idea in lieu of saying no). If you still have to say no, do so by explaining the challenges that prevent your company from accommodating their request, but always be understanding of their likely frustration. You must always work to maintain your good relationship with the customer. By showing the significant level of effort you and your company have put into the request and acknowledging their position shows passion and understanding for their success. This will go a long way towards building a lasting relationship.
    While one opportunity may not make the cut, if you work hard to maintain and grow the relationship other opportunities to work together will most certainly arise in the future. When they do, if you have done a good job, your customer will remember and come to you first.
    In the end celebrate the successes and be disappointed with defeats, but do not give up. Analyze both in an effort to seek continuous improvement and do not be satisfied with the status quo.
    Here are a few things to remember and it would be a good idea to write them down and place it somewhere as a daily reminder:
    1. Everyone has a customer
    2. Everyone needs a customer
    3. No customer means no paycheck and thus no job.
    4. Your co-workers are your customer too
    5. Your company and your companys customers are your customers
    6. Customer Service Excellence is a critical facet of the value proposition
    7. 12 Attributes to Customer Service Excellence:
    a. Attitude
    b. Hygiene/Appearance
    c. Communication
    d. Responsiveness
    e. Follow-up
    f. Ownership
    g. Compassion
    h. Market Knowledge
    i. Availability
    j. Attention to Detail
    k. Anticipation
    l. Listening
    LanguageEnglish
    PublisherXlibris US
    Release dateOct 26, 2015
    ISBN9781514414071
    A Guide to Customer Service Excellence
    Author

    James VanAntwerp

    James holds a Bachelor of Science degree in Electrical Engineering from Lawrence University and an MBA from Regis University. He has worked in the semiconductor electronics industry for 37 years holding multiple executive positions in engineering, manufacturing, marketing, sales, and business development. He held these positions at Symbios Logic, Texas Instruments, and Taiwan Semiconductor Manufacturing Company (TSMC) with responsibility for a multi-billion dollar sales region.

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      Book preview

      A Guide to Customer Service Excellence - James VanAntwerp

      Copyright © 2015 by James VanAntwerp.

      Library of Congress Control Number: 2015916367

      ISBN:   Hardcover            978-1-5144-1409-5

                    Softcover              978-1-5144-1408-8

                    eBook                   978-1-5144-1407-1

      All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner.

      Any people depicted in stock imagery provided by Thinkstock are models, and such images are being used for illustrative purposes only.

      Certain stock imagery © Thinkstock.

      Rev. date: 10/14/2015

      Xlibris

      1-888-795-4274

      www.Xlibris.com

      724387

      CONTENTS

      Introduction

      Attitude

      Personal Hygiene And Appearance

      Communication

      Responsiveness

      Follow-Up

      Ownership

      Compassion

      Market Knowledge

      Availability

      Attention To Detail

      Anticipation

      Listening

      Summary

      Acknowledgments

      INTRODUCTION

      T HERE ARE MANY thoughts of what customer service is. Some say it is to meet a customer’s expectations, to provide a solution to a customer, to do what a customer asks, and the list goes on. Take a few minutes and see how many definitions you can think of. The answer is all of the above and more, much more. It is an important part of the value-selling sales motion, of which there are two key facets. The first is the actual product or solution being provided by your company to the customer. This book will focus on the second facet, equally as important as the first, which is the service you and your company provide to your customer. To be successful, you must have both pieces of the puzzle. If you want to win and have the opportunity for repeat business, having both of these facets is a must. Both are key elements in the value-selling proposition.

      In order to get the most out of this guide, let’s first define who or what a customer is. Regardless of what your role is within a company, you have customers that your company wants to satisfy and that you need to satisfy. For example, suppose you are working on an automotive assembly line and your job is to put tires on the wheels for a new car. Your customer is not only the person who will buy the finished product or the dealership who will take delivery of the product but it is also the next factory worker on the assembly line whose job is to install the new wheels on the car before it moves

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