Customer Service Is Serious Business
March 4th 2008 04:36
What is customer service? Excellent customer service is like espousing the golden rule. It is simply selfless service for the convenience of others. Or inconveniencing one's self for the service of others.
Many companies claim that they extend excellent customer service. But try to call up their customer service support and you can't get through. Talk to their people and they cannot help you.
Extending customer service is easier said than done. It involves more than simply greeting customers when they come into the store. In today's market, where one product is looking almost exactly like the one next store, it is in service where the real difference lies.
A retail store, for example can strongly differentiate itself from others in the area of customer service. One where a holistic program is in place and where managers and supervisors go through different modules designed to inculcate values. These modules would cover topics like complaints handling, leadership training, basics of selling, how to approach customers and service standards. Knowledge gained is pass on to the front line staff members who make the vital first contact with customers.
Many companies claim that they extend excellent customer service. But try to call up their customer service support and you can't get through. Talk to their people and they cannot help you.
Extending customer service is easier said than done. It involves more than simply greeting customers when they come into the store. In today's market, where one product is looking almost exactly like the one next store, it is in service where the real difference lies.
A retail store, for example can strongly differentiate itself from others in the area of customer service. One where a holistic program is in place and where managers and supervisors go through different modules designed to inculcate values. These modules would cover topics like complaints handling, leadership training, basics of selling, how to approach customers and service standards. Knowledge gained is pass on to the front line staff members who make the vital first contact with customers.
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