Five Tips for Managing Your Customers’ Satisfaction

 
Issue # 56: June 13, 2006

To our readers:

I recently had a two-level cervical spine fusion at Piedmont Hospital in Atlanta, Georgia. The first-rate staff of nurses and support personnel in this outstanding facility reminded me, by their behavior, how important it is to manage our customers’ satisfaction. Almost every encounter I had with employees of the hospital was further proof of the high quality care they provide. As I began my recuperation, the following five tips came to mind:











1. Always treat customers politely and with respect.

Gruff and unpleasant behavior, even when you are having a bad day, is not acceptable when serving internal or external customers. Your customers don’t want to experience your negative emotions. Put on your best face for your paying customers and co-workers and family. Save the negative stuff for the therapist who gets paid to experience it.

2. Assume a high level of confidence. You must feel secure within yourself, and about your abilities. No matter what position you occupy, if you have confidence you will effectively empower yourself to make decisions and take control of situations that require your attention.

When taking the lead with a customer, remember Tip #1 above and show that customer respect. Never let your level of confidence and expertise be seen as conceit. It can help if you remind yourself, “humility demonstrates superiority.” (Marie Baker in Marketing Magazine, October 2000)









3. Patience really is a virtue.

Remember, the customer usually does not have the product knowledge or wealth of information that you do. Don’t lose your cool if the customer is repetitive or asks “foolish” questions.

4. Be thorough when dealing with a customer’s questions or concerns.

Look for every opportunity to give your customers the attention they deserve. Don’t make them beg for attention; give it freely. And tell them everything they want to know. It helps if you refrain from assuming that your customers do not have the ability to understand your work, an assumption that might limit the depth of your responses.

5. Empathize with your customers – that is the hallmark of a service professional.

Lend the customer your ear, but also your heart. Let your customer know you understand; he’s not alone – you are there to help. Go that extra mile and you will satisfy one critical need of your customer – the need to make an important human connection.