Bring customer service to life
When designing a new customer service policy, it is very tempting to go for the minimal offering. Rationale is clear, as such a policy keeps costs low, keeps things simple and provided that expectations are met the customers are unlikely to be disatisfied. It is however missing the point as with such an approach, repeat business is very unlikely unless the pricing policy is such that customers are drawn back but at the same time margins become so slim that it is difficult to earn a decent living.
A more sensible strategy is to bring customer service to life, put some colour in your customer service, surprise the customers, demonstrate vibrancy and give customers a reason for coming back. Most of it can be achieved without any extra spend but relies on the right culture and attitude being fostered throughout the business.
Are your customer services teams live and kicking?
I've experience lots of good customer service and lots of bad customer service, but the companies that I like most give me exception customer service. Mostly it's because they just talk to me like I'm family. One Mexican restaurant I go to, I don't even like the food, but they guys there know me and yell my name when I walk in. It's my favorite place to eat honestly. http://www.apello.com/Live_Answering_Service.asp
ReplyDeleteThanks for your input, why don't you share the address of this restaurant with all of us, would love to try out their colourful customer service!
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