World Quality Tips
Tip 1 – Introduce yourself
| The way we communicate with others and with ourselves ultimately determines the quality of our lives.” – Tony Robbins |
Welcome our customer to our business and let them know who we are and that we are available to assist them. Good eye contact, a smile, and cheerful disposition are key ingredients to people centred customer service. If possible, we should find out the customer’s name or use it while processing their purchase or query. There is nothing sweeter than hearing the sound of your own name. It not only personalises the service, but it helps you to focus in on your customer. We are offering the customer an experience each time they enter our business or call us.
Tip 2 – Give your customer value
| “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” – Steve Jobs |
Not only are we providing a product, service, or business solution to our internal and external customers, but we are providing an experience and assurance that we take our customer’s time and business seriously. Our customers are the most important reason we are in business. Our customers give us our jobs. Without them we would have no business. Each interaction with our customers has an impact on the success of our business. We can provide value by making eye contact, smiling, and making our customers our utmost priority.
Tip 3 – Discover our customers’ needs
| “It is not the quantity but the quality of knowledge which determines the mind’s dignity.” – William Ellery Channing |
Take genuine interest in our customers and take time to listen to them. By being good listeners, we will be able to find out why they have contacted us, what their needs and wants are, and what we may be able to do to help them get what they want. Discover what they already know about our products or services. We will be better able to serve them by knowing what exactly our customers want.
Tip 4 – Anticipate your customers’ needs
| “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.” – Peter F. Drucker |
Think about what other things our customers might want or need to achieve their goal. We need to focus on their concern about the specifications and convenience, thereafter suggest products that will fulfil that need. Ask questions about the concern or if they have found what they may be looking for. Our customers want an experience that fulfils a need or desire.
Tip 5 – Build your customers confidence
| “Excellence is the unlimited ability to improve the quality of what you have to offer.” – Rick Pitino |
If our customers have researched a variety of products and have come to us to make a purchase or to gain more information about one of our products or services, acknowledge or compliment them for doing so. We may even learn some information from them about similar products or services. If they do not know much about our products or services, take the time to teach them and commend them for doing their research before purchasing. We may want to compliment them on the choices they have made. Sincerity is the key to a genuine compliment.