Is your Customer Service Department Staffed by Fizzlers or Sizzlers?

Make no mistake, your future -- and the future of your company -- depends on the answer.

Just at a HIGH ENERGY Customer Service Staff can ignite growth, a LACKLUSTER group can doom even the best product, service, price and value.

Customer Service is NO easy task and too often its veteran practitioners are under recognized ... both in psychic value and hard currency.

There is universal agreement that CUSTOMER RETENTION is a key to growth. If you can't retain customers you can hardly expect to earn new ones.

Every business should develop it's own Customer Service staffing profile, charting characteristics that reflect its CORPORATE CULTURE and goals.

In the beginning it may be valid to compare and contrast Fizzlers and Sizzlers. Here's a "Starter Profile" to build on:

FIZZLERS

• Low motivation


• Disdainful of getting their hands dirty


• Poor communicator


• Procrastinator


• Not a TEAM player


• Never seems to "get it"


• Does not learn fro mistakes


• Satisfied with "good enough"


• Yawns frequently


• Willing to take the risk that it's NOT right


• Lacking in curiosity


• Last in/first out (of the parking lot)


• Ill prepared and inadequately trained


• Letting life pass them by

Make no mistake, the person may be very smart, but if you are seeing two or more of the characteristics above ... it's time for a conversation.

SIZZLERS

• Above all else, is PASSIONATE!


• Appreciative of the opportunity to learn


• Ask questions (good ones!)


• Detail oriented


• Sees the value of Process and Procedure


• Digs into the DETAILS


• Spends time on the "factory floor"


• Always ready to help


• Asks for new opportunities


• Takes notes


• Always knows "the numbers" on accounts


• Is revenue driven


• Maintain continuous communications -- internally and externally


• Respects internal "Pass Off" partners


• Cares about WINNING

Most important of all, Sizzlers are focused on the goal to DELIGHT CUSTOMERS!