Average service has become the norm in our modern-day world but when service is outstanding and over-the-top it is something to be talked about—and people do. Communication spreads far and wide at lightening speeds so it is vital for independent contracting companies to work to be excellent in order to reap the benefits of this free visibility. “Going the extra mile” requires several teachable skills including these two important skills: meeting client’s needs and properly informing clients.
–Meeting Needs– The ability to meet client needs comes in two different capacities and each is important to taking service excellence above and beyond:
-Informing– It is important for a service company to inform customers of all issues, potential problems, resolutions, effects of the problems and effects of the resolutions. When a customer feels thoroughly informed then they can make the best decision based on the information. This can occur when a technician:
When a client’s needs (direct and indirect) are met and they are fully informed of all issues regarding their technical problems, the customer will feel that they are taken care of and that they have received service that goes above and beyond the adequate standard. Here at Service Excellence Training we have great training materials and resources devoted to learning how to meet customer needs and how to thoroughly and respectfully inform clients of the findings in the diagnostic, so give us a call today. Thank you for following our weekly Service Excellence Training posts. Here at Service Excellence Training, we turn learning into earning!
-Resource curated by Whitney Stewart of Service Excellence Training.
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