Being part of a service oriented industry means not only providing quality service, but also putting our customers at the core of what we do. It’s one thing to render a particular service; it’s another thing to build value into the service we provide to our customers.
• The Value of Relationship Building a long term relationship with our customers is important but not achieved easily, it takes a long time to establish and it can be broken in an instant. Long term relationships require compassion, care, respect, understanding and trust from both sides. We believe that part of providing value is to put ourselves in the customer’s shoes. We always take a positive and professional attitude and we treat our customers with empathy at all times.
TIP: Buy a set of slippers, use them and relish the experience… “put yourself in the customers shoes” This will help you to see every situation from the eye of the customer.
• The Value of Professionalism When dealing with customers, it’s vital to leave a positive lasting impression. Professionalism is integral in any business. Whether you are the CEO of a company, a laborer, or a saleslady in a department store- being a professional is about you and how you convey that element of professionalism to whatever it is that you do. It incorporates many parts of you: how you dress, how you present, your mood, your attitude and how you handle different situations.A calm and professional disposition will enable you to make the right decision even in the face of the most daunting customer situations.Remember first impressions are lasting. It’s always important to dress and groom yourself appropriately for your role. Your smile, mood and attitude can be felt not only in person, but through the phone as well so it is very important to be professional, alert and enthusiastic at all times.
TIP: If you’re feeling down whether you need to take an incoming call or you need to make a client call, you should stand up and look at the ceiling. Doing this brings out a completely different side of you. It puts you in a much more positive frame of mind to answer or make the call than if you were just sitting at your desk looking down.
• The Value of Excellence Providing certainty for your customers by delivering on promises and ensuring they are completely satisfied with their experience is the key.
TIP: Follow up with your customers. It is wonderful for building lasting relationships and it can provide you with some valuable information. You will know if your customers are happy and you will also get to know what you can do to improve your service for next time.
Our goal is to make sure every transaction is completed with professionalism, excellence and empathy (relationship). We strive to provide certainty to our customers in these uncertain times. We believe that everything is perfected through time and experience and that by continuously improving, we learn from past experiences and grow. At Trojan TechGroup, we apply the 3 V’s of Service. We want to give the best experience possible for our customers and we will continue to do that- providing certainty and satisfaction in excess of expectation.