To Understand Customers’ Point of View and Provide Quality Service, You Must Walk in Their Shoes

PHOENIX, AZ March 15, 2004 -– If we could all just walk in one another’s shoes, we could gain a perspective that would ease the challenges of running a profitable business. Walking in the customer’s shoes is particularly important because no company can survive without its clients.

“Your telecom’s customers don’t care about your problems and issues,” says David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping telephone companies improve their customer service and sales. “What they are interested in is that you demonstrate with your actions and words that you care about them.”

Take a moment and walk in your customer’s shoes with these tips from Measure-X.

Listen. This skill should be as fine tuned as your ability to speak. “Listening well shows a total commitment to understanding the needs of your customer,” Saxby says. “It’s the perfect starting point to create a feeling of comfort that’s essential to customer care.”

Have A Positive Attitude. Be positive. Your attitude is an immediate reflection to the customer of what his or her experience will be like with your telecom. “If you believe in yourself and believe in your product, you have a winning combination,” Saxby notes.

Communicate. In the telecom business, there are a lot of details to tell the customer, so be thorough. Make a list if you have to and document conversations, Saxby recommends. “Communication is the key,” he says. “Respond quickly. Pick up the phone; don’t delegate discussion items to a trail of e-mails. A personal conversation builds trust and comfort.”

Anticipate Needs Then Go Above and Beyond. Think about what the customer might want based on what he or she has already said or asked for. It might be more detailed information, recommendations on other products and services or a way to save money. “Give the customer the benefit of your experience and knowledge,” Saxby suggests. “Don’t be afraid to apologize if there is a problem. Your ability to be a problem solver speaks volumes for how much you care.”

Follow Up. Customer care doesn’t stop after you’ve provided the needed information. Ask if there is anything else you can do for the customer or if they have other questions.

Appreciate the Business. Always say thank you and let customers know how much you value their business. “There’s nothing that keeps a customer loyal more than knowing they are appreciated and respected,” Saxby says. “Tell them how much you appreciate their loyalty. Most likely, they have a choice with whom they do business.”

Saxby believes that the customer-service experience someone has with a telecom can make or break a long-term relationship and that it mirrors how the telephone company runs its business.

“Have you walked in your customer’s shoes lately?” Saxby asks. “If you have, was it a good walk?”

Measure-X is a measurement, training and recognition company that specializes in customer service and sales skills. For more information on Measure-X, call 888-644-5499 or visit its Web site at www.measure-x.com.

Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tom@elliscomm.com



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