Passionate About Customer Service
Why is poor to insignificant customer service normal? Would it not be simple and certainly more constructive to exceed customer service standards? Why do retail owner/managers tolerate the destruction of their company name and customer base? Is it the employment process, is it because great people are hard to find? This may be the case but it is not 'mission impossible'.
The 9 Principles of Quality Customer Service
The quality of customer service is the key differentiator between good, bad and indifferent companies. Good quality customer service keeps customers coming back; bad customer service drives customers away, taking their friends, family and workmates with them. All else being equal, good quality customer service gives the edge over competitors. Regardless of industry, here are the 9 key principals of good customer service that always make business sense.
More about “Mystery Shopping”
Customer service evaluation is a relevant issue of today’s retail. One of the techniques of conducting evaluation is “Mystery Shopping” (it is also called “Mystery Shopper”). It gives an opportunity to control quality of service and to receive a feedback on strengths and weaknesses of front-line performance – the workers who interacts with end-consumer directly. However this seemingly understandable resource has its pitfalls.
Customer Service. Does It Work for You?
One of the biggest reasons companies do not put nearly as much emphasis into customer service as they should is because there seems to be no immediate impact. We live in an “instant” society that demands immediate results. Marketing, sales promotion and cutting expenses provide immediate results that executives can see. However, many times those things do not have a lasting positive business impact.
Employee vs. Client
If we look back at history, we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product or service. As the phone grew as a consumer device, in order to meet the emerging demand for phone calls, the entire country would have to become telephone operators, and that is exactly what we are: We dial our own service. Today, technology is enabling new capabilities and I see three trends which are recreating customer service in a new, more responsive, and economically efficient manner: transparency, tribes, and talent.
Service: From Emotions to Profitability
There is an idea that service is a compliment which pleases the client but costs the company too much. There is another idea: the management is satisfied by the work of employees and does not feel the need to make additional investments improving business processes and stuff performance.
Loyalty in Simplicity
Today’s economic crisis is leading consumers to focus more on value than price: from the packaging quality, delivery option, and service support to company’s reputation and its attitude to the customer. Combined solutions satisfy customers more often.
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