Quality Customer Service #1 in Asia | Be Totally Honest And Open
Tell the truth at all times and let customers know what is going on.
One of the most common complaints from customers is that they feel they have been misled by a company that has not come completely clean with them, for example about additional charges, stock levels, delivery schedules, or the quality of the product. Another aspect is the notorious “small print,” where companies attempt to divert customers’ attention away from critical information.
A further common example is a lack of honesty and openness in the selling process. Eager to close a sale, the salesperson will frequently neglect to mention potential problems with the product. There is a natural tendency to put a gloss on everything and show off products in the best possible light. No one wishes to hang out their dirty linen in public. Nevertheless, the honest and open truth is that dirty linen does exist and customers will feel let down if they discover it too late. They need to know the bad points about what they are purchasing as well as the good aspects.
Being totally honest and open with customers is absolutely critical if meaningful relationships are to be built up over a long period of time. As soon as a customer perceives a lack of honesty and openness, trust will be eroded and there is a high probability that the customer will disappear.
The following are some little things that reflect honesty and openness:
Keeping customers informed all the time.
Not hiding bad news from customers (e.g., a delay).
Pointing out critical clauses in the small print of a contract.
Accepting and declaring responsibility (e.g., for damage) rather than blaming anyone else.
Drawing customers’ attention to product limitations and potential problems.
Providing a balanced view (rather than a one-sided or exaggerated opinion).
Simply telling the truth about stock levels, delivery times, etc.
Avoiding excessive flattery.
The buzz can only exist when there is trust and customers feel confident that they will be receiving the real thing. Employees feel bad when they have to cover up and make excuses for their company. The buzz burns off fairly quickly when this happens.
One of the little things that each of us can do every day is to challenge the way we communicate with customers. We simply need to ask ourselves the question: “With respect to the current transaction with a customer, am I communicating in an open way so that he or she knows everything necessary about what is going on?”
Failure to ask this question will lead to a communication vacuum and the spread of suspicion. Filling the vacuum requires a high degree of sensitivity to customers’ needs for communication, together with a proactive mentality and an investment of time and effort to keep customers informed.
Another way of looking at this is to ask ourselves a further question: “If I were the customer, would I be satisfied with the information being provided? Is this person being totally honest and open with me?”
EXCELLENCE CUSTOMER SERVICE PRACTICE
Test your conscience: “Am I totally honest and open with my customers?”
If the answer is “yes,” verify this by asking your customers (using a survey or follow-up telephone call seeking feedback).
If the answer is “no,” address the issue immediately.
EXCELLENCE CUSTOMER SERVICE QUOTE
Trust is the cornerstone of all relationships and is built on total honesty and openness.
