Define good customer service

"Sounds like an essay or exam question doesn’t it, but for businesses to survive all the economy is throwing at them it is essential that they consistently deliver the customer service that their customers want and expect."
Diane Banister MD intelligent dialogue

“Customer service is the ability to meet the customers needs”

“Excellent customer service is the ability of an organisation to constantly and consistently exceed customers’ expectations”

So it is the contact with the customer that counts. The moments of truth that your customers have with your organisation, from hitting your website, to phoning your organisation, to ordering a product or service, to receiving that and of course being able to help when things go wrong.

It is the contact with the customer that will make the difference. That connection between individuals, that Strengthens your brand, and remember Jeff Bezoz's (Amazon’s founder) definition of brand

“it’s what your customers say about you when you’re not in the room”

The reality of good customer service is what your customers expects from you at every contact they have with you.

Understanding and segmenting your customers so you can be clear what needs they have from you will help you to exceed their expectations.

What makes good customer service?

We're interested to hear from you.

Do you have a great customer service story to share?

A definition of what makes good customer service for you?

And if you work in customer serice, what enables you to give great customer service, from systems to training... let us know.

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