The PRIDE system of Customer Service TM is an acronym based on five principles of customer service. Adopting the principles of the PRIDE system will help you to develop and exhibit a more positive attitude and a cheerful outlook on your job or profession.
When to begin to treat the customer as the focus of your job you will develop more energy and increased enjoyment of working with your customers. As you increase and refine your human relations skills, other high and more rewarding opportunities will be open to you.
The “P” represents the concept that you have given yourself permission and empowerment to resolve the customer’s issues.
Customer service is a matter of survival. Think about this: It costs five to 10 times more time and money to get a new customer than it does to keep the customers you already have. Most companies spend substantial amounts on winning new customers but rarely spend any time or money trying to keep the customers they already have. Just a small investment in making them feel precious and wanted will give you a lot of business.
This business buzzword over the last decade has been empowerment. Everybody says that they do it, yet few do it right. Most companies, non-profit and other organizations sincerely believe that they have empowered their associates to take care of the customer.
The most effective way to demonstrate that associates are empowered to solve customer complaints is to grant them the authority to solve the customer complaints and issues. Of course, the organization has the right and obligation to establish reasonable guidelines and procedures. The key is that these procedures and guidelines should be transparent to the customer.
The guidelines should reflect the value of the customer. In other words, how much is this customer worth and how much would it cost to find a suitable replacement customer or client? Usually, the finance and marketing departments can provide customer acquisition cost information that can be used to establish guidelines and procedures.
I will explore the “R” – “I” – “D” – “E” of the acronym in future posts.
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