Hello. My name
is Christopher Lailey. I am the Executive Vice President of Flowers.ca Inc., online at canadaflowers.ca. Recently I asked our manager if
she would ask each of her team a simple question, without any coaching
or directing. The question was, "What does customer service
mean to you?" Our staff were initially unaware that their answers
were going to be considered for posting online.
Both part time staff and full time staff were asked this question.
Answers came from new employees, and also from 'seasoned' staff with
many years experience. Most answers are repeated
word for word below.
We are always striving to set ourselves apart
in the floral industry as a truly unique business with the very best
customer service in Canada. Here is what our team said:
"Customer service is acknowledging that without customers, there
would be no business. World class customer service, which I like
to offer, is taking customer service to the next level. Everyone
can offer a product, but what can separate one business from another
is the attention to the needs of the customer, listening to what
your customer wants and providing that experience with a smile." Vicki
"Customer service is treating each customer as
if they are the most important customer we have.
It is going above and beyond what our customer expects, so when
they think of their experience with us it is more then just a pleasant
experience, but a fabulous one that they want to share with family
and friends! Ultimately their
experience with our service and product should bring our name to their mind every
time they think of flowers or gift items." Wendy
"To provide good customer service, the employee should
be able to give complete and helpful advice and guidance as to
the product and services rendered. The employee should be
polite and patient with explaining and taking orders. Customer
service means listening to the customer's concerns and requests
and finding a solution that fits both parties." Kathy
"To me customer service basically means to make the customer
feel valued, appreciated and happy with our service. It means being
helpful and going the extra mile to accommodate any requests, inquiries,
or complaints we receive. If we make our customers feel special
they will remember us and come back again." Eileen
"Here is what customer service means to me. It means that we are
here to provide professional service to our customers when they need
assistance. Whether it is with order placement, editing or confirmation,
or when assistance is needed for any reason. Customer service should
give the customer the feeling that their call was expertly dealt
with. From the acknowledgement of the reason for the call to the
efficient resolution of their requirements, it is important that
the customer feels we assist them with an understanding and a pleasant
attitude. I think this is how we provide customer service." Mina
"To me, customer service means putting the customer first! When
you are on the phone with a customer, they are the most important
person at that time. Our job is to do the best we can for our customers
at all times, whether they are placing an order, asking a question
or seeking help with a problem. Our customers are our most important
concern while we are speaking with them. It is then our responsibility
to handle their orders, questions, complaints, etc. to the best of
our ability, always being polite and professional. It is our job
to make Canada Flowers look good, but more importantly to have customers
who are happy with the service they receive whatever the circumstances." Penny
"Customer service is providing Canada Flowers' customers with our
outmost knowledge and courtesy while keeping company policies." Cecile
"Customer service is the representation of a product, or service,
in our case the successful delivery of flowers, to the customer.
The rep handles queries and complaints in a businesslike but
empathetic manner. The sign of good customer service is how well
an issue is handled. All customers are not the same so should not
be treated as such. All customers should be treated fairly." Pat
"Customer service means dealing with the customer's needs promptly
and courteously and offering suggestions when necessary, remembering
that the customer is "always right". Hopefully this will
mean repeat business from them and referrals to their family, friends
and business associates." Sharon |
