Business mentor: Expect the best and you may well get

In our business, we spend a lot of time focusing on our customer service delivery. But we are often frustrated by our own suppliers. As a customer, what can I do to improve the level of service I receive?

Leah Fisher, from TMI New Zealand, responds:

Whether you are a business or a consumer, you can influence the level of service you get.

While most organisations put an emphasis on managing their customer relationships, great organisations manage the relationships of all their stakeholder groups well, including suppliers. Your relationship with organisations that impact on your own service levels is an important aspect of your business and should be actively managed.

We know that loyalty is built on good working relationships and there are some simple steps that a business or consumer can take to get better customer service.

1. Build rapport with the service provider. Most customer-facing staff encounter many negative or ambivalent people on a daily basis and inevitably respond well to customers who deal with them positively. So, the first rule is to be supportive and engaging, even when you have an issue or problem you need to address. The more rapport and trust you can create, the more committed they will be towards your relationship and your desired outcome.

2. Be clear about your expectations. TMI's international research on complaints management shows that good information about the customer is a key driver in allowing suppliers to meet the customer's expectations. Although good service providers will attempt to seek this from you, good customers are proactive in this regard. Be clear about your requirements and check the suppliers' understanding of your expectations. The clearer they are about what it will take to satisfy you, the better positioned they are to strive to meet the required service level.

3. Reward those that do give you good customer service. Often customer-facing staff receive little feedback when they give good service, and consumers can help by acknowledging them when we do get good service. It can be as simple as a thank you or, if it is exceptional, a letter or email. The most prized recognition of all for a business is your loyalty and referral of others. .

* For further information about improving Customer Service levels you can contact Leah Fisher at TMI on (09) 376 4123; email Leah@tmi.co.nz or visit the website TMI

* Send Mentor questions to: ellen_read@nzherald.co.nz. Answers will be given by Business in the Community's Business Mentor Programme.