Saturday, April 28, 2007

The Customer is King
Ten Points to Superb Customer Service

1. Customers are the most important people in our business.
2. Customers are not dependent on us - we are dependent on them.
3. Customers are not an interruption of our work; they are the purpose of it.
4. Customers do us an honours when they call. We are not doing them a favour by serving them.
5. Customers are part of our business, not outsiders. They are our guests.
6. Customers are not cold statistics or numbers. They are flesh and blood human beings with
feelings and emotions like our own.
7. Customers are not someone to argue with or match wits with. Nobody ever won an
argument with a customer.
8. Customers bring us their wants. It is our job to fill them.
9. Customers deserve the most courteous and attentive treatment we can give them.
10. Customers have the right to expect an employee to present a neat, clean appearance.

Responsibility Towards Employees!

• a company that provides its employees with equal opportunities for rewards and advancement without regard to race, sex, or other irrelevant factors is meeting its social responsibilities
• some companies go beyond these legal requirements and hire the
hard-core unemployed (people
with little education and training and a history of unemployment) and those who are disabled
• firms must make sure that the workplace is safe (both physically and emotionally)
• e.g. physical safety – repair gas leak; emotional safety – intolerance of an abusive manager
• companies must also respect their employees’ privacy
• An American company sued for installing telephone bugs in one of its plants
• whistle-blowers try to end unethical behaviour in the firm, but often result in troubled situations - Courtesy: Internet

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