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Article: Rules of the road. (keys to customer service)
- Article from:
- Doors and Hardware
- Article date:
- February 1, 1995
- Author:
CopyrightCOPYRIGHT 1995 Door and Hardware Institute. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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To me, superior customer service means treating people the way you would like to be treated -- with respect and professionalism. It's easy to define respect. It means the person you're talking with is worth your time, is important, and is not a disruption or intrusion in your workday.
The second part, professionalism, is a little more tricky. The most important element here is: "Tell the truth, even if it's not good news!" If we're unable to meet a requested deadline date, I tell my customer and try to offer a solution. Often, if a distributor knows the truth in advance, he can get an extension from the contractor/owner, or (worst case) he can call our competitor. I ...