03/29/2011
Customer service is more of an attitude than a process.”
When you analyze and observe customer service you notice very quickly how much is policy rather than fact. Companies, big and small, seem to have the same issues: how do we implement consistently good customer service?
Simply said, how do we get employees to follow customer service policies? If this were easy to answer there would be very few business failures. It’s always worth noting that customers will stay with companies and services that offer consistently good customer service, even when they are not always the most competitive or the “best.”
In other words, if you respect the customer and consistently treat them accordingly you have to really do something significantly bad to lose them. Today you hear that price is everything. At times it may be, but even so, you better deliver price with good service or someone else will.
Added to the existing problem of “face to face” service in today’s marketplace is the need to address how customer service is delivered in a world where many shop and buy on-line. Virtual- world selling has magnified the need for accessibility and convenience as a major component of the customer service experience.
It’s impossible to say anything new about customer service. We all know what the rules are. The issue is implementation and that is a murky area where issues other than good policy have to be addressed.
This is the area we will explore.
Also read: People do business with people they like - For more on customer service we recommend: http://giovanniandfranco.biz
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