After years of research, we have identified 7 Critical to Quality
processes that will delight, retain and attract Customers. These processes,
when implemented, will transform the way Customers are attended to. They will
change customer perception about your brand and corporate image.
Why are they 7 and not more or less? This is based on Six Sigma
concept that says to identify only Critical-to-Quality elements of our business
and then provide appropriate solutions and processes to ensure we do them
perfectly. We are not to turn everything into a process so we don’t
create robots out of our staff.
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This process changes how we acknowledge Customers when they enter
our offices and is to be used in all our branches or office locations.
Customers are not supposed to initiate conversations with us. We are to be so
excited to see the Customer such that we become the first to talk. What are we
supposed to say the moment a Customer walks into our office to the moment we
conclude our transactions with him? It provides a uniform, enterprise-wide
method of acknowledging Customers.
·
Queue Process
This process is to be used to manage the stress faced by Customers
who have to stay on queues before transacting business with us. It seems that
Customers who have to wait on queues to transact business with us have been
taken for granted.
This provides an answer on how to manage Customers’ emotions who
face a daily challenge of physical and emotional stress occasioned by waiting
on queues.
In some industries, queues have become a common denominator of
operators (e.g. the banking and telecommunications industry). We need to
properly manage the emotions of our Customers because you can never find a
smiling or happy customer when you look at the faces of those queuing up to be
attended to; they are always unhappy. And what other reasons do customers give
for churning?
·
Delighting the Queue Process
Queues have become a common and costly event in our offices;
especially in organizations with large Customer base e.g. Banks, Telecom
Operators etc. You can hardly ever get anything done without having to stay on
the queue for several minutes. This process is meant to manage Customers’ emotions and psychological stress caused by waiting on queues. It is a step higher than the Queue
Process. It defines what is to be done to delight Customers who are forced to
stay on queues before getting their transactions concluded.
·
Systems Downtime Process
This process details what ought to be done when there are systems
downtimes especially when Customers are breathing down our necks!
·
Handling Multiple Customers
Process
When several customers are right in front of you trying to get your
attention all at once, what do you do and say to ensure no one gets slighted or
ignored?
·
Hold Process
This process defines steps to be taken when staff is to leave the
presence of Customers. You should not just leave the Customers without some
standard procedures even if your destination is in favour of the Customer
·
Handling Irate Customers
What are we to say or
do when Customers threaten to churn? This process defines how to handle irate
Customers who threaten to let all hell lose on us