EXCEPTIONAL LEADERS...
Focus on Systems for Customers

Values Beliefs Traits Emotions We all know that the customer is king. Exceptional Leaders know that the systems set up to interface with their customers must create an optimal and positive experience.

These include phone answering systems, voice mail and the Internet. Customers must know that these systems are designed to enhance the service rather just to save the company money. A good example is the convenience of purchasing airlines tickets online and printing boarding passes. It saves the company money, but it also enhances the customer’s experience and saves time.

Customers systems allow customers to experience convenience and smoothness in getting to the right person for the right information in a timely manner, rather than simply reducing cost for the company

 

? Thought Provoker

  • Do you challenge your staff to ensure that all customer interface systems function optimally?
  • Is the answering directory tree simple, quick, and easy to understand? Does the caller get to the right person all the time?
  • Do customers get stuck in the system and unable to reach a real live person?
  • Are you regularly testing your website and online ordering system so that customers have a positive experience all of the time?
  • Do customers put in time and effort using a system that then does not work?
  • Do you have a flawless system to respond to online inquiries in an accurate and timely manner?
 

Exceptional Leaders are constantly ensuring that their customers have a positive experience anytime they relate to their organization.

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