What if.....
What if - you were treated indifferently as a customer?
What if - the person serving you never smiled, or said 'thank you', or acknowledged you being there?
What if - the person serving you ignored your wishes and gave you what they thought you should have or had available?
What if - the person serving you never got back, or gave your problem to someone else, leaving you having to start all over again?
Would you be happy about this?
There are hundreds of 'What if....' scenarios that can denote bad customer experiences; and these, as well as others, happen all the time.
But, what if.... there was a simple way to overcome the majority of these - would that be of interest? I'm sure it would.
The majority of customer service problems are, and can be, attributed to human factors and behaviours. The key word in customer service is 'service'. That is, 'the action of helping or doing work for someone'. The next part (but put first) is 'customer'. That is, customer service is: 'the action of helping or doing work for someone' - i.e. the customer.
How many times have you been in a situation where the sales or customer service person makes you feel that they may be providing a 'service' - and you should be grateful for this. Perhaps they seem to have misinterpreted the message.
We are all familiar with the customer service maxims of 'going the extra mile', 'the customer is always right', etc., but it's the basic human behaviours that contribute to the overall customer experience. This is where PROUD comes in, providing an holistic principle that can be adopted by any profession, discipline and market; even becoming a basic standard to follow in your own personal life.
Understanding and applying the PROUD principle can, and will, make a difference to customer service. It's simple, practical, elegant - but above all - it makes complete sense.
What if - you were treated indifferently as a customer?
What if - the person serving you never smiled, or said 'thank you', or acknowledged you being there?
What if - the person serving you ignored your wishes and gave you what they thought you should have or had available?
What if - the person serving you never got back, or gave your problem to someone else, leaving you having to start all over again?
Would you be happy about this?
There are hundreds of 'What if....' scenarios that can denote bad customer experiences; and these, as well as others, happen all the time.
But, what if.... there was a simple way to overcome the majority of these - would that be of interest? I'm sure it would.
The majority of customer service problems are, and can be, attributed to human factors and behaviours. The key word in customer service is 'service'. That is, 'the action of helping or doing work for someone'. The next part (but put first) is 'customer'. That is, customer service is: 'the action of helping or doing work for someone' - i.e. the customer.
How many times have you been in a situation where the sales or customer service person makes you feel that they may be providing a 'service' - and you should be grateful for this. Perhaps they seem to have misinterpreted the message.
We are all familiar with the customer service maxims of 'going the extra mile', 'the customer is always right', etc., but it's the basic human behaviours that contribute to the overall customer experience. This is where PROUD comes in, providing an holistic principle that can be adopted by any profession, discipline and market; even becoming a basic standard to follow in your own personal life.
Understanding and applying the PROUD principle can, and will, make a difference to customer service. It's simple, practical, elegant - but above all - it makes complete sense.
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