Friday, December 6, 2013

The 12 Steps to Customer Satisfaction.

By: Sean Hawkins

As we enter the Christmas season, our awareness to help others increases.   Whether it’s helping those in need or donating our time, we are all mindful to help one another.  As customer service professionals, this is something we do throughout the year.  With that in mind, and in the spirit of Christmas, let’s review The 12 Steps to Customer Satisfaction.

1. Treat customers BETTER than you would treat yourself
2. Always respect your customer
3. Above and beyond should be the norm
4. Meet and exceed all promises
5. Be an advocate for the customer
6. Be personable
7. Help with a smile
8. Anticipate customer needs
9. Listen before speaking

10. Be honest
11. Leave no room for dissatisfaction
12. Teach with patience 


Sean is a Customer Experience, Contact Center and Help desk manager with over 12 years of experience. He has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

In 2011, his team was awarded the ICMI "Global Call Center of the Year" for Small to Medium-Sized Centers. Follow on Twitter @SeanBHawkins