For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.
While working to entice new customers is important, it is far less expensive to retain current ones. Great customer service is a sure-fire way to earn customer referrals, which will in turn go the extra mile towards building your commercial rep.
If a brand is trying to attract loyal customers, how are they going to do that if customer service to customers who have not reached that point is less than "good?"
The bottom line is that to be the best place to buy you must be the best place to work. Here is your best tactic: Treat your employees the way you want your customers to be treated—maybe even better!
Most companies involved in retail or commercial sales are always looking for customer loyalty. It seems that companies often forget there is another side to loyalty. The other side of the relationship is being loyal to your customers.
We all resolve to do better in a New Year, but how many of us really make a plan? What if you had a concrete plan for customer service improvement for each month of the year?
Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.
The WP Carey School of Business at Arizona State University has published the 2013 update of the customer rage study. The 2013 version is the sixth study wave. A general conclusion from the study is that if a company handles a complaint well, the customer is more likely to become loyal.
Today, your customers connect and network through social media to get information, express opinions, and share advice. Many companies do so as well. But very few understand the premise that makes a no-profit, low-revenue firm like Twitter worth as much as an asset-rich powerhouse like WellPoint.
All businesses are seeing a shift in customer service to the Internet rather than the phone or in-person. Small businesses in particular may see this shift as a positive.