3/24/14 Customer
Service In Good Faith- Bona Fides
According to
Wikipedia, in the field of law, it is always assumed that each party in a
contract will act under a “covenant of good faith and fair dealing” and that
each party “will deal with each other honestly and fairly.” It seems that in
our customer service interactions we must always assume this. With the
exception of a few bad apples out of many thousands and thousands, virtually
all of our customers have a legitimate need that we can fill with our most
honest and fair intentions.
Even if we work in an environment where we must
scrutinize someone’s credentials or responses, we are still called upon to
assume that any discrepancies are simple errors and not an attempt at fraud of
any kind. We hope that our customers assume the same of us. Having this
attitude in our dealings with our customers will make for the most positive
environment. Our customers will feel more appreciated if we use tones and demonstrate
perspectives that are affirmative and non-prejudicial.
One of the main goals of
customer service is to create an environment that customers desire to return
to. As has been stated by Jerry Fritz, “You’ll never have a product or price
advantage again. They can be easily duplicated, but a strong customer service
culture can’t be copied.” And, showing a strong appreciation and having a “benefit
of the doubt” of our customers’ intentions will go along way in cultivating
that culture to nurture that environment. Do our customers believe we are glad
they are here?
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