Customer Service Equals The Five Cs

The Five C’s of Effective Execution

The Five C’s of Effective Execution Pay a Key Role in Superior Customer Service. To have mastered these five measures means that you have mastered the way to superior Customer Service which will produce results for your company!

1. Commitment – Across the entire span of people who will be responsible to accomplish any portion of Customer Service Plan. Commitment starts with writing down the goal and the plans necessary to stay on the path to success. Each member of the team must agree on the goal and take ownership of their roles and responsibilities, and get it all in writing!

2. Communication – On a constant basis, communication processes are necessary in order to inform one another what has sales meetings, reporting processes, public charting, etc., and should be designed before the process of execution starts, so everyone knows how to quickly and effectively get the information they need. Communication with your customer, finding out what they want, what they need, is vital to the success of the sale.

3. Collaboration – Several heads are always better than one. Having a collaboration methodology in place that allows team members to make decisions, run meetings, understand responsibilities, etc. is critical to success. Share tips on Customer Service. Decision-making is one of the key differences makers in successful organizations and it makes sense to have a methodology for decision-making that is consistent, time-efficient, and leads to action.

4. Consistency – Having a predictable way of operating together.  People are more successful who have a clearly established set of behavioral guidelines, and making them consistent ensures constant forward motion. Good Customer Service needs a plan and the tools to stick with what works!

5. Constant Awareness (Knowledge) – Making decisions requires knowing exactly where we are with respect to where we said we would be. In today’s competitive world, this is becoming more and more critical to organizations that are trying to integrate a goal-oriented culture. Effective use of technology is how successful companies and teams are creating a real-time knowledge base that allows quick allocation of resources, course correction, and decision-making. Someone needs to be responsible for making a report on a weekly basis on what is working and what is not working in reaching the customer. Knowledge is power and is needed to be passed to each employee who deals with the customers. Superior Customer Service comes from knowledge, teamwork, consistency, communication and commitment!

Teamwork = Superior Customer Service

Customer Interaction: Do You Hear Me Now?

Telephone Communication: Can you hear me now?

With Cell phones fast out numbering the landlines we use, using them to our advantage may in reality be a disadvantage with our customer interaction objectives. Considering the different ways we use phones these days: to find your significant other when you’re separated in the mall, to keep tabs on the kids, chat with family and friends we may be losing the “formality” and therefore the manners we were taught when using the land line. Keeping a few tips in mind can help.

When answering the phone you use for business, immediately identify your company, department, and your name.

  1. Call your customers by name. Not only will the customer be pleased, but by repeating the name you’re more likely to remember it.
  2. Know yourself and how you sound to others. Record your voice then critique your tone, manners, friendliness, and vocal quality.
  3. Always use the hold button if you must temporarily leave the phone.
  4. Reassure the customer every 20‑30 seconds that you haven’t forgotten him/her when you’ve placed them on hold.
  5. Know your customers. Know how they prefer to be treated. Then deal with them in their preferred mode.
  6. Know your product or service. Your product mastery should shine through.
  7. Keep a note pad and pen handy so you can quickly write messages or notes.
  8. Plan your calls ahead. Try writing a summary of everything you need to know before making the call.
  9. Let the customer hang up first.
  10. Choose your words carefully. On the telephone, your words and vocal quality carry your message.

More Resources From Dr. Tony Alessandra: