"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
And that's the key, understanding your customers so that you deliver the service that they want and expect.
One size doesn't fit all.
It's always interesting to see how people's views of what makes good customer service differs.
If you are to provide a truly great customer experience, you have to develop a definition of good customer service that your employees can relate to and deliver, and which is really relevant to your customers and your market place.
Of course good customer service is the ability of an organisation to constantly and consistently exceed customers’ expectations - but what does that really look like in your organisation?
In today's market place, it's more important than ever before that we understand our customers and we deliver the service they want in the manner they want it.
Over the last five years, the recession and the credit crunch, coupled with the internet and social media have changed customers buying patterns, and what they want from their suppliers.
But despite the changes we've experienced, it is still often 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 the aftersales care, or finding help when things go wrong (without having to resort to twitter!)
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. Taking the time to define good customer service for your organisation can pay real dividends.
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 service, what enables you to give great customer service, from systems to training... let us know.
Click below to see contributions from other visitors to this page...
Customer Service is.. Not rated yet
In Retail all customers should be treated with professionalism, at every contact. When a customer makes a request, pointing to the area of the store …
Excellent Customer Service Not rated yet
To me, an excellent customer service is being proactive in what you do for the public, whether you work for a call centre or deal with customers face …
Customer Service is Not Enough Not rated yet
Good customer service is not enough. GREAT CUSTOMER EXPERIENCES is what attracts & retains business/clients. Service that far exceeds expectations …
Customer Service that went the extra mile Not rated yet
We've just returned from a trip of a lifetime. We've encountered some of the worst service and some of the best. The difference for me, some people …
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