Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you're not a retailer, read on. There are lessons here that can be applied to any business that experiences a "busy season."
Customer relations are inarguably one of the most important performance drivers of your business. Unfortunately, many companies often push customer service to the sidelines because they have a hard time understanding the value of providing good customer service and the lasting impact it can have.
There has been some interesting research completed recently which needs to be reported. One of the key findings was that the most important factor in getting customers to return to your site or company or business was identified as "decision simplicity."
Woody Allen once said, "80 percent of success is just showing up." To that I would add, "80 percent of customer service is just being nice."
There is a general rule in the market that customers will generally only offer feedback when they either have a really bad experience or great one. If you believe that customers rarely say a word when their experience falls somewhere in the middle you are missing some valuable information.
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
Even with the rise of the internet over the past 20 years, a great deal of business is still done over the phone, and if you are one of the millions working in customer service, a confident, adaptable phone manner could be one of the most vital skills in your arsenal.
The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer's office to personally apologize, but you can write a personal thank you note.
When I tasted the Greenwich Pizza "Garden Delight" in the Philippines, my taste buds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar.
Most people in front-line customer service jobs want to work hard, be helpful, and take care of the customer. No matter what the reason behind bad incidents the really bad thing is that they can create a negative impression for the business. The customer experience is lost.