SMART principles to excellent customer service!

In the new era of business successful companies are beginning to strive on excellent customer service as a way to diversify themselves superior to others. So it is important that we adapt to the changing needs of business to make ourselves better suitable for any job opportunity available. We can all relate because since we are in a customer service driven environment we all of have experienced our fare share of excellent service, good service, and not so good service.


Did you know:

• 93% of customers indicated that quality customer service was vital to maintaining brand loyalty(Source: Creative Strategies)
• Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service. Source: International Customer Service Association
• Happy customers tell 4 others of their positive experience. Dissatisfied customers tell 12 how bad it was. (Source - Business e-coach )

• 1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years(Source: NOP)

Can you relate to these listed statistics above? It is quite apparent that excellent customer service is a vital attribute for business to succeed in today’s world. It is you the consumer that can make or break any institution! As leaders of the future business world it is important that we adopt to certain cafeterias that jobs are beginning to hire people on, and that is customer service skills. Our customer service skills can create an experience for our customers, which if positive can bring more, but if negative can hinder business. So to better prepare anybody for any customer service situation it is important that we follow the SMART principles to excellent service. 


S-say yes; one to say yes two to say no. It is important that we always look for a way to help our customer, and to make the best experience for them. So what better way then to actually get their request done! It is vital that if a customer’s request is deemed to your standards as un-solvable, it is important that you get another opinion. Because in any situation that you don’t know, someone else does! So don't say no first, get another opinion before turning down a customer.


M-Make every customer feel special. Did you know that one unhappy customer can lead to 12 if not more unhappy customers. Go beyond your expectations to help your customers. Word of mouth is the most efficient tool for a businesses reputation. Making one customer feel special can reflect as if you were making 15 customers feel special.


 A-Always keep a customer’s promise. It is important to not to make a promise that you can’t keep! Building customer expectation on promises is one of the major downturns to excellent customer service. Know your limits, and if you don't know, resort back to "S" for a second opinion.


R-to err is human, to recover is DIVINE! we are all human, which in turn leads for us to make mistakes. It is important that we take these experiences and dwell on them. Making error's are human, but its how you recover that can make the difference. Admit your mistake, and learn from it! So if a irate customer comes in because of a mistake, keep your cool and turn them into a happy one!


T-Think like our customer. It is important to stand in the shoes of your customers, treat how you would like to be treated. The way you act not only reflects your customer service, but also the firm you work for. Thinking like our customer can open your mind to customer excellence, and make us go beyond their expectations as you would suspect someone to do for you if you walked into a firm. 

Thinking SMART can diversify your customer excellence in any job situation. Remember that your actions not only reflect you but also reflect a compaines. So it is important that you familirize yourself with SMART way's of think to make sure your ready for anything coming your way!

Thanks for reading,

Marco