29 December 2009

Over the moon because of good customer service

Customer service moonlight

Customer service moonlight

It is all about setting the right expectations:
"reaching for the moon" is probably too ambitious and "once in a blue moon" does not happen often enough. The attributes of a good customer service programme need to take into account the fact that customers like to know what to expect and do hope to receive more each time.

Picture courtesy of http://www.lukeaddison.com with our thanks

28 December 2009

Customer service: the risk of social media fatigue

customer service social media

Social media customer service

Social media is still a black and white world, customers like it or they don't. Interestingly a shade of gray has appeared recently with a number of social media converts complaining of fatigue and returning to more traditional ways of communication such as handwriting. If the trend setters are already considering a switch away from social media, customer service executives have to consider very carefully their customer relationship management strategy: heavy investment in the new digital marketing world should be matched with proper stocking up of pens and paper.

Picture courtesy of http://www.wearesnook.com/ with our thanks. Snook is a new initiative that service designers Sarah Drummond and Lauren Currie have launched in Scotland.

17 December 2009

Making your customers feel welcome

making customers feel welcome
customers service welcome

Welcome customers:

Maintaining good customer relationship is all about making customers feel welcome. Even if the door looks good it is much better when it is open.

Picture copyright - The Real Flower Company -http://www.realflowers.co.uk/ with our thanks.