Is it the end of bread and butter service? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers.
These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers. As a result they develop a bargain hunting instinct whereby they wait for heavy promotional periods and sales during which they are prepared to buy at what they believe is a fair price. In turn, such behaviour leads retailers to invest in yet more marketing tools to game the system and increase prices so that they can be better discounted later. Complicated and confusing. So wouldn't it be better to adopt a simpler approach, cut out the fuss and make sure that the service delivery to clients is of quality but simple enough so that it does not take too much value away from the product.
Picture courtesy of Peter's Yard with our thanks
customer service blog dedicated to people and companies offering the very best customer service
08 December 2011
28 November 2011
Preparation for customer service
Customer service preparation
But it is not at all the same thing when you look at it from the clients' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend. After such a build up, when the big moment arrives, the client wants everything to be perfect and certainly expects the customer service to run like clockwork throughout the buying process from order till delivery and installation. So please make sure that your customer service teams are ready, it is a big day for your customers
Picture courtesy of Academy Marquees with our thanks
19 November 2011
Vultures are circling
Customer service circle
Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction.
However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base? A tell-tale sign might be when your competition starts talking about your company's poor performance. Indeed if your customer service delivery starts to deteriorate they might pick it up early by listening to stories told by new customers or employees who have decided to jump ship. At that stage your competitors' behaviour might become more competitive and, feeling that there is an opportunity, they might start circling around.
However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base? A tell-tale sign might be when your competition starts talking about your company's poor performance. Indeed if your customer service delivery starts to deteriorate they might pick it up early by listening to stories told by new customers or employees who have decided to jump ship. At that stage your competitors' behaviour might become more competitive and, feeling that there is an opportunity, they might start circling around.
02 November 2011
Reach out to customers
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7 miles bridge - Florida Keys |
10 October 2011
Offer good customer service to suppliers
Customer service supplier
In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation. In those situations, are you sure that you did not have a part to play in it? Was your order complete? Did your read the small print? Were your specs accurate? Did you change your mind? Did you pay in time? All these elements can easily disrupt the service you and your customers ultimately receive. There are many benefits in having loyal suppliers and sharing your success with them so next time you pass an order, make sure you offer them a good service too.
Picture courtesy of PeterStephens Photography and with approval from http://devoniain.blogspot.com/ with our thanks
08 October 2011
Chief Service Officer
Should your c-suite include a Chief Service Officer?
The ongoing financial crisis has put additional pressure on companies which have to work hard to attract new customers. But are you doing enough to retain your existing ones? Isn't it time for your customer service officer to have a sit at the top table and claim a fair share of the company resources?
To complement this post, we thought it would be useful to include the top 10 items which should feature in the job description of a Chief Service Officer. We will build and refine the list over time but please do not hesitate to leave suggestions in the comment box below. Here are a few items to get us started:
1. Be responsible for the delivery of good customer service to all customers throughout the organisation
2. Define the customer service strategy
3.Define customer service standards in adequation with the overall direction of the business
4. Establish a set of metrics allowing the company to measure its performance against customer expectations
5. Implement a philosophy of continuous improvement by collecting customer feedback and implementing changes required to improve their experience
6. Raise the role and importance of customer service in the organisation to exploit its potential to become a major revenue generator.
7. Coordinate all customer access channels such as telephone, website, social media, post, email, branches etc
8. Establish a clear value proposition for customers to understand what matters to them and what service can be scaled down
Will this encourage you to recruit a chief service officer?
As a further sign that the emergence of Chief Service Officers may materialise, we have even located a blog dedicated to it - chief service officer blog
06 October 2011
Customer engagement strategy
Customer service engagement
The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers. This investment is often done during working hours, at vast expenses for companies. Unfortunately, the work force has become increasingly mobile and when an employee walks away it can leave a big void. From the company point of view this can mark a time when customer engagement stops abruptly. The clients expect better though and a refined customer engagement strategy will ensure that they do not end up disappointed.
Picture courtesy of Harriet Kelsall Jewellery Design with our thanks
20 September 2011
Does your customer service run like clockwork?
Does your customer service run like clockwork? It needs to be reliable, accurate, adapt to various conditions, from cold showers to intense heat, and above all give the answer that the customer is looking for. But here comes the challenge: it has to be delivered in a personal manner, it can not be mechanical but can look good. In the way a watch can become a piece of jewellery, if you manage to bring all the pieces together, not only will you have delivered a service fit for purpose but also a superior customer experience
Picture courtesy of http://www.bremont.com/ with our thanks
Picture courtesy of http://www.bremont.com/ with our thanks
13 September 2011
Are your customer relations as sweet as vinegar?
Customer service relations
Photo credits: “Copyright RFB Photography" with our thanks to Womersley Fruit and Herb Vinegars
08 September 2011
Customer service tips
Customer service tips

Treat your customers the way you would like to be treated;
Integrate your customer service with your marketing effort, making it a value-added activity;
Pull your weight as good customer service requires dedication and,
Stand out to make sure your efforts are noticed
Picture courtesy of Hargreaves Plants with our thanks
More customer service tips
Having put together our top five customer service tips a little while ago, we though it would be worthwhile adding to the original list. At the moment, the only certainty is that there are plenty of them. Whilst we build a list, please do leave us a comment below to suggest some tips to be added to the list. Thank you
There are many resources on the internet providing lists of steps to go through if you (and your employees) want to provide a great service to your customers:
We will suggest some further reading to do if you are interested in the topic. To quick start the list here are a few suggestions:
- Tips for empowering customer service employees
There are many resources on the internet providing lists of steps to go through if you (and your employees) want to provide a great service to your customers:
We will suggest some further reading to do if you are interested in the topic. To quick start the list here are a few suggestions:
- Tips for empowering customer service employees
06 September 2011
Customer service employees: have they come out of their shell?
Customer service employees
As your customer service employees return from their summer holidays, do make sure that the benefits of a relaxing time on the beach is being felt by your clients. Is the outlook of your customer service employees changing? Have they come out of their shell? They should be given more of a free rein to resolve customers issues and problems before they fall back into their well-worn customer service old habits. Whilst procedures and discipline should not be overlooked, an empowered customer service workforce is very likely to be more enthusiastic and able to deploy its skills more effectively.
01 September 2011
Customer service email
How to handle customer service email?
With regards to customer service email there is just one simple piece of advice: do answer the emails from your clients and don't let them sit in your computer's inbox for too long. There is nothing more frustrating for a customer than waiting for an answer which never comes - and by the way, make sure you reply to your [potential] suppliers too, making it one your top customer service qualities05 August 2011
Customer service success
Customer service success should be celebrated. Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work. If your organisation is successfully delivering its customer service strategy it is critical that the teams responsible are properly thanked and rewarded in the same way as sales and marketing teams are. The benefits of a successful customer relationship management strategy are well known but often under-stated. Isn't it time to adopt a new approach?
22 July 2011
Customer service: learn to bend the rules
Learn to bend the rules |
Customer service: learn to bend the rules
Customer service is often about excelling in the the delivery of rigid processes following a well defined set of rules and procedures. Developed over many years through the accumulated work of thousands of senior executives, this approach certainly appears rock solid and unbreakable. However, leaning on the experience and wisdom of the older generations, we are convinced that a little flexibility has some good. This is especially true given that the development of social media channels has dramatically raised the expectations of customers in terms of customer service. Indeed, many customers now expect a response within the hour, if not within 30 minutes. In order to ensure customer satisfaction and deliver against the very demanding expectations of your customers, should you not try to widen your employees' customer service skills by teaching them how to bend the rules?
30 June 2011
Does customer service improve with age?
Customer service improvement
Picture courtesy of Riedel, the Wine Glass Company, with our thanks
24 June 2011
Customer service: Stand out from the crowd
Stand out customer service
Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated... Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity. This is especially true if we suddenly discover that we stand out for the wrong reason in which case the company reputation is under threat and remedial action must be taken as a matter of urgencyPicture courtesy of Peter Stevens with our thanks - http://www.flickr.com/photos/pedrostephano/
16 June 2011
Shadow customer service
So much effort is being deployed on customer service design that it becomes nearly impossible for individuals to be themselves. The rule books, the scripts, the do's and don'ts mean that at best the modern customer service company executive is a shadow of himself. Unsurprisingly this plethora of procedures can often be counter-productive as clients feel that their interlocutor is not acting in a natural or genuine way. It can also provide plenty of ammunitions for the customer service officer to be obstructive rather than helpful - "computer says no!" or "this is against our policy" become frequently used sentences. More worrisomely this often leads to poor levels of job satisfaction which rapidly result in poor customer service. So, make sure your employees do not turn into customer service shadows.
07 June 2011
Customer service poem
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Customer Service Poem |
Be Versed in Good Service
For really top service beyond all compare,
You have to let customers know that you care,
Right from first contact, the seeds will be sown,
So take time to smile when you pick up the phone,
Be professional, courteous, clear and concise,
When talking of colour, delivery and price,
Don't rush through your work, or do jobs on the cheap,
And don't make a promise you know you can't keep,
If a customer phones, and is feeling uptight,
Do all that you can to make every thing right,
Sympathise, listen, and let them explain,
You can turn things around, so they'll come back again,
Customer service is just like a poem,
If it's good you will smile, if it's bad you'll just groan.
©Jan Jack’s Perfect Verse 2011
31 May 2011
Customer farming
customer service farm
Picture courtesy of http://www.berryscrumptious.co.uk with our thanks
24 May 2011
Customer service skills: what kind of animal are YOU?
Customer service skills
Irrespective of our actual customer service skills, many of us have an opinion about how customer service should be and what to do in order to deliver good customer service. However intuitive this may be, one should take a step back and see what we can learn from our recent experience. One of the best learning point is to reflect on how we individually behaved when someone complained about our own level of service. What were our customer service attributes? Did we become defensive? Scared? Opinionated? Aggressive? Rude? Cheeky? Suddenly the customer was not right any more, was he? Wouldn't it be worth writing down our own customer service skills set and reading it again before complaining about others?Update - March 2013
We have put together a list of what we believe are the essential customer service skills. As always, we are very happy to take your suggestions on new skills which you believe should be added to your page. http://blog.verygoodservice.com/customer-service-skills/
09 May 2011
Spinning the customer service wheel of fortune?
Wheel of Fortune Customer Service
Delivering good customer service should not be like spinning the Wheel of Fortune. Companies have to find a way to make sure that customers win at all times. It might require educating clients and make them appreciate the value of all prizes. Above all, they should not leave disappointed and certainly not feel as if they were victims of the luck of the draw. The customer service lottery is definitely one to avoid...02 May 2011
The future of customer service
The Future of Customer Service
29 March 2011
customer service and social media: mix the old and the new
Social media customer service
With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor. "Would you kindly come to my office Sir/Madam?" aka " Let us deal with this off-line". Nothing new. Companies which are able to mix the well established customer service skills with the new technology-based tools will excel and dominate the new world of social media customer service.Update November 2013
For those of you who are interested to learn more about social media and customer service, we found an interesting infographic with plenty of statistics. The ground is moving rapidly in social media so if we find additional useful applications for customer service we will post them here. The information is contained in an infographic posted by EConsultancy covering the future of social media and customer service: http://econsultancy.com/uk/blog/8937-the-future-of-customer-service-and-social-media-infographic
An interesting piece of research was also published by social bakers on the best social media customer service by UK brands. The research can be found here: http://www.socialbakers.com/blog/1308-the-best-and-worst-uk-brands-in-social-customer-service?
We are also always on the look-out for examples of best use of social media for customer service so do not hesitate to share them with us.
09 March 2011
Customer service: storm coming in
A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble. It requires patience and a humble attitude but the outcome is almost always favourable. Next time a client storm is brewing, chose the right course
03 March 2011
Customer service experience: the odd one out
Customer service experience
Picture courtesy of http://lilackitty.deviantart.com/ with our thanks
27 February 2011
Online customer service : make sure it is not frosty

Online customer service
The development of online customer service delivery has made it more difficult to establish warm relationships with customers. A new challenge facing customer service training is to ensure that despite the lack of direct human contact, customer service representatives are able to engage with customers, develop a personal contact and above all that the relationships do not become frosty, especially on social media channels where it is witnessed by millions.Picture courtesy of http://lilackitty.deviantart.com/ with our thanks
21 February 2011
Top customer service
top customer service
10 February 2011
Customer service should not be an uphill struggle

customer service struggle
Picture courtesy of http://lilackitty.deviantart.com/ with our thanks
05 February 2011
Customer service: avoid cheesy lines
In customer service, even when you work in a restaurant, hospitality or the food industry, cheesy lines are best avoided. Irrespective of your own customer service definition, this simple notion should be included in all customer service training programmes
Picture courtesy of Imaging Essence with our thanks
27 January 2011
Customer service intimacy

Customer service intimacy
Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers.
But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.
Picture courtesy of Ashford Daly Photography with our thanks -
20 January 2011
Customer service definition
How to define customer service?
Agreeing an universal customer service definition is not an easy task. Numerous procedures, books and manuals illustrate the excellent contributions made to come up with the best customer service definition. The formula is then applied to the business environment in an attempt to define a rigid framework for customer service. However, whilst some rules are important to safeguard the customers and the companies interest, more emphasis should be placed on creating the right environment for employees, thereby vastly improving their job satisfaction. With a touch of training to shape their customer service skills, staff with the right attitude will do wonders.![]() |
Customer service definition? |
In order to assist people looking for a comprehensive definition of customer service we have collated a few below:
- definition #1 (source: wikipedia): "Customer service is the provision of service to customers before, during and after a purchase."
- definition #2 (source: business dictionary.com): "All interactions between a customer and a product provider at the time of sale, and thereafter."
- definition #3 (source: yourdictionary.com): "The definition of customer service is the assistance that customers receive from a company or its sales staff."
- definition #4 (source: WordIQ.com): "Customer service is the set of behaviors that a business undertakes during its interaction with its customers."
- definition #5 (source: Turban 2002): "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
- definition #6 (source: Oxford British Dictionary): "The assistance and advice provided by a company to those people who buy or use its products or services."
Looking at the above, the interesting common thread coming out is that customer service is all about interactions, during and after the sales process in order to satisfy customers.
So bringing it together, our customer service definition is:
"Interactions with customers during and after the sale of a product or service in order to ensure a high level of customer satisfaction"
Update February 2016:
Checking on this post, it appears that one source have changed their definition:
- dictionary.com is now using: "assistance and other resources that a company provided to the people who buy or use its products or services"
We also have a new definition: -
- from investopedia.com: "The process of ensuring customer satisfaction with a product or service"
These last two changes have not lead us to change our definition which remains:
"Interactions with customers during and after the sale of a product or service in order to ensure a high level of customer satisfaction"
Update February 2016:
Checking on this post, it appears that one source have changed their definition:
- dictionary.com is now using: "assistance and other resources that a company provided to the people who buy or use its products or services"
We also have a new definition: -
- from investopedia.com: "The process of ensuring customer satisfaction with a product or service"
These last two changes have not lead us to change our definition which remains:
"Interactions with customers during and after the sale of a product or service in order to ensure a high level of customer satisfaction"
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