11 February 2007

Front office

Pe un site de-l citesc io zilnic am vazut ca a aparut cartea Exceeding Customer Expectations de Kirk Kazanjian. Si am gasit cateva lucruri pe care demult vroiam sa le fromulez si sa le invetariez pe blog. Dar, pentru ca autorul a facut-o in locul meu si probabil ca a facut-o mult mai bine, iata cateva indemnuri care ajuta atunci cand esti in front office, cand interactionezi direct cu un client si cand e bine sa il faci foarte fericit...nu de alta, dar pana la urma iti va da bani mai multi...si ti-i va da zambind...

12-Steps to Building Relationships with Customers

1. Acknowledge the customer’s presence with a smile or handshake.
2. Be enthusiastic.
3. Always make eye contact.
4. Speak in a friendly manner.
5. If you know the customer’s name, use it in your greeting.
6. Listen actively and carefully without interrupting or allowing yourself to be distracted.
7. Offer solutions.
8. Provide unsolicited help (directions, maps, etc.)
9. Be positive in your comments [to customers].
10. Remember: It’s the customer’s perception that matters.
11. Try to anticipate the needs of customers. Always hurry to help.
12. Never use industry slang or terminology [with customers].

Deci , poti sa ai cele mai bune principii, valori si misiune tu...ca si companie, dar daca angajatii tai sunt suparati si mohorati si nesaritori si nu zambesc si nu isi fac mai mult decat treaba, degeaba.

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