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Why Customer Satisfaction Plus?
By Conrad Elnes, Chairman, STI International

In the recent past, business was pretty straight forward. Customers requested service; we provided it; they were happy; end of story. Today, that model has changed dramatically. First, good technical and product knowledge are assumed by external customers

In the recent past, business was pretty straight forward. Customers requested service; we provided it; they were happy; end of story. Today, that model has changed dramatically. First, good technical and product knowledge are assumed by external customers. They now measure service quality by the way we treat them throughout a service incident. We must provide solutions to customer problems and exhibit enough empathy to delight them at the same time.

Second, our ability to satisfy them is also assumed by customers. Since every service provider strives to do so, the standards for service excellence constantly are being raised. If our service doesn't exceed their expectations, they are six times more likely to leave us for a competitor. Since loyal, long-term customers are responsible for our continued success, it's easy to see why we're investing resources to assist our team members in providing


Conrad Elnes, the charmain of STI International is a recognized leader in the design and presentation of customized training programs for salespeople, consultants and customer service staff. STI can be reached at 800.784.1555

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