Sunday, 5 June 2011

What every customer wants...

- Ownership
- Reassurance
No matter what the reason for calling, whether it be an enquiry or a complaint, every customer wants to be greeted by a service professional who takes ownership and offers reassurance.

This is the conclusion of some very interesting research conducted by TCTC.

We believe that these 2 factors are so important they should form the corner stone of every set of customer quality standards.

The first chance you have to demonstrate both qualities is in the instinctive response to a
customer's enquiry.

For a practical example of how ownership can be taken and reassurance offered at the start of a call read the following article: