Customer Service, as defined by Wikipedia, is providing service to customers before, during and after their purchase to enhance their level of satisfaction.
But at whose convenience?
- The grocery store employee, who retrieves the carts from the parking lots but piles them up so they block the doorway rather than distributing them evenly between the two entrances.
- The account billing staff, where the voicemail greeting is friendly and courteous and promises a return call within 48 hours.
- The store clerk on the other end of the phone, who asks the customer to hold why she chats with her fellow employee about her after-work plans.
The key word is CUSTOMER, as in customer takes priority. It is the customer that can make or break a business. The customer has a multitude of choices out there and is looking for the outstanding differences, which is not necessarily price point.
Courtesy, Service, Reliability
Do you return calls promptly, as in the same day? In 48 hours I have no idea where I'll be or what I'll be doing, but I'm
sure I won't be in a position to talk about my simple billing inquiry -- that's
why I called now! I understand that you may have to get back to me with answers to my question, but at least take the time to find out what it is first!
Are you friendly? Do you make it easy and welcoming for me to do business with you? Or do I literally have to shove things aside to get in your door? (Or figure out how to contact you from your website.)
Do you follow through on what you say you will do, and in a timely manner? Will you not get sidetracked by other conversations or details when you are dealing with me? Can I count on you and know I will walk away from our transaction feeling good about our association?
As your customer, I need to know I come first.
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Remember...
The large red Easy Button. Probably everyone has seen the commercials put out by Staples. "That was easy." They are referring to getting what you require, when you need it, without any hassle. They are referring to excellent customer service. It's a great idea.
Do you have one? More importantly, do your customers think you have one?
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