Daily practice
Customer service is akin to exercise, the more you do it the better it is for you (and for your customer). And, as David Evans, chairman of the Grass Roots group, says, customer service should be...
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The extras
Good customer service involves making sure the customer has a good experience with your product or service, including if there is a problem with your product or service. However, there are many...
View ArticleStaff, catering to your client
Every company or organization should evaluate its customer service, its customer experience. If you don’t have a way to get feedback, make that a priority. Getting feedback may be the only way you...
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Lessons from a customer service survey
MSN Money conducted its fourth annual customer service survey, where it found the top ten companies for service in the United States, and the bottom ten. You can read a recap here. From the survey, the...
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Customer service leads to customer retention
Good customer service leads to customer retention. It is simple and straightforward. Most customers will continue to do business with a company that responds to their needs/issues/wants. Customer...
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Meeting customer expectations
It seems self-evident, but anyone dealing with customers (retailers, wholesalers, realtors, etc.) should try to meet their expectations. Meeting expectations is the minimum requirement for customer...
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How much time are your customers waiting?
When customers are put on hold or made to wait, they get increasingly unhappy. The longer the wait is the greater the unhappiness will be. Many large companies struggle with this issue. Some companies...
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Be careful on what you survey
Last week, we discussed the availability of online surveys. Many businesses also use follow-up telephone surveys. Surveying is a good way of measuring customer satisfaction, if you are asking the...
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Customer service metrics and social media: some tips
How do you know how you are doing? One way is to quantify what you want to measure. For instance, you may want to find out how long a typical customer service call takes or what time of day is busiest...
View ArticleCustomer satisfaction
One could say that the main objective of customer service is customer satisfaction. It is not the only one, of course. Since it is so important, companies should have a way of gauging customer...
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