Customer Service summed up?
A short post today but hopefully still with a powerful message.
Below is a phrase that we believe potentially sums up what excellent customer service is. Although we know that you need committed and well trained staff, good systems, simple processes and many other things in the mix to provide excellent customer service if you apply the statement or mantra below you will succeed 9 1/2 times out of 10.
The aim of excellent customer service is -
“To provide products and services that don’t come back to people that do”
Very simple really when you think about it. If your products and services are so good that they don’t come back but your systems and approach to customer service is excellent at all times then people will come back.
I don’t want to make it seem like we are trying to distill customer service down to just this simple thing but it is well worth dwelling on for a moment and thinking of the implications this can have for your business.
Get this right and half the battle is won, you would also be amazed at how many people sell products and services that do come back to people who don’t. Of course we all know that this is not sustainable in the long run but many of your competitors may be doing this which gives you a huge opportunity to set yourself apart.