Over the past 20 years Entelligence consultants have delivered over 30,000 enterprise IT projects. And what we’ve found is that the top 10% of IT consultants – the A players - have 5 traits that put them head and shoulders above the rest of the crowd.
Communication is vital to making relationships work. Whether the relationship is professional or personal, communication will continue to be a hot topic since it’s something we can all improve on. A quick Google search for “communication” yields 1,110,000,000 results while “effective communication skills” has 72,100,000 results.
Smile! I know that may sound simple but you may not know that a simple smile can make a very big impact.
We’ve all heard the saying that “You never get a second chance to make a great first impression.” But how long do you think it takes for someone to form a first impression of you? An hour? A minute? Maybe just a few seconds?
Think about the last time you were invited to a business meeting. How did you feel? If you’re like a lot of people, your immediate thought might be that the meeting is going to be a waste of time, you may complain to your colleagues and expect to be bored.
The third commitment to customer service is execution, or what we do.
There is a big difference between someone hearing you and someone listening to you. Just because someone is physically able to hear you, doesn’t mean that they’re consciously listening and processing what you’re saying.
The second commitment to customer service is communication, or what we say. It’s estimated that over half of all IT projects fail at some point. Many think this is because of poor planning, inadequate technology, minimal funding or lack of resources. These factors could be the case in a small segment of failures but in my experience, most IT projects fail due to a lack of soft skills; and more specifically the lack of communication skills among highly technical people. To execute affectively and achieve the highest level of customer satisfaction, IT professionals must master the art of communication.
We all know that customer satisfaction, or the customer experience, is really important to the success of all businesses. It doesn’t matter if it’s business-to-business, or B2B, or business-to-customer, or B2C. Companies with poor customer satisfaction are guaranteed one thing: they’re going out of business...
Our experience tells us that when it comes to delivering rock star customer service, there are three main commitments you should follow that will not only lead to your success, but also to very satisfied customers.