As you are developing or reviewing your customer-service policies, look at yourself through your customer’s eyes. How would you want to be treated?
How would you react to your policies if you were the vendor wanting to get paid? Set your policies by what you would expect as a customer and then make them even better.
Define the service you intend to provide.
Probably the most important policy that we often overlook — THE CUSTOMER IS ALWAYS RIGHT — even when he or she is wrong. The truth is meaningless, it only matters what the customer thinks. “People will forget what you say. People will forget what you did. But people will never forget how you made them feel.”
Whatever your policies are, make sure they are in writing and that everyone is aware of them and follows them. If you have written policies in place, when was the last time you reviewed them? Take a hard look at them and ferret out any policies that were initially developed to support your AP process rather than to serve your customers.
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