Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

More Customers - Watch those Little Things


Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK.

The Laptop

I have a laptop which is under warranty - 5 working day turnaround they said when I rang them about a power problem. Efficient and effective they were too.

So someone came to collect it the next day and, as they said, I got a call 5 working days later to say it would be delivered back, by courier, the next day. And by 10.32 am, it was. I enquired on the second call what had been found to be wrong, but the person on the other end didn't know, "There will be an engineers report in the box". And there was.

The Restaurant

My wife went out for a meal with 14 others from her place of work. A nice little restaurant, privately owned. The meal was all home made, with one or two little touches that were a bit special. Being a works 'do' they were a little boisterous and the staff in the restaurant took good part and joined in the fun as well. They were made to feel very welcome indeed, from the minute their coats were taken, to closing the door behind them.

At one point, someone tasted one of the sauces and commented on how nice it was and was given a pot, neatly wrapped, to take home. "Drop the pot back in anytime", the waitress said. When someone said they fancied something not on the menu, the chef came out and with a little banter, 10 minutes later had made one up specially.

Wine was in the costings and even though they had managed to get through a couple of bottles (and more!), the wine kept flowing to the end of the meal. The chef came out to wish them well at the end and thank them for coming.

Two examples of perfectly acceptable service. One experience adequate and one memorable. I wonder which one will be recommended to others?

It doesn't take much to make your customers or clients feel special. It takes forethought and focus. Especially when we work remotely and don't have the opportunity to meet with our customers and clients face-to-face.

Customer service is an art, not a science. It is about building relationships which last and, ultimately, your customers will do the marketing for you. And you will profit.

As sales people we need to deliver that 'extra mile' service Then we will reap the rewards. And not dissolve into nameless and faceless experiences which are just 'OK'. OK won't do any more.

As Walt Disney said:-

"Do what you do so well, that they will want to see it again and bring their friends."

Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com/customer_service.html. Martin also has an blog where other business, management and customer 'observations' appear (almost) daily! You can find that on the website.

...helping you, to help your people, to help your business grow...


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Letter: 'Customer service' often lacking service part - The Ledger


The Ledger

Letter: 'Customer service' often lacking service part
The Ledger
We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

and more »

Travel Network Group recognised for customer service 'excellence' - TTG


TTG

Travel Network Group recognised for customer service 'excellence'
TTG
Speaking at the consortium's annual overseas conference in Monaco, Jo Causon, chief executive of the Institute of Customer Service awarded TTNG the organisation's ServiceMark, a recognition “of achievement in customer service, and a company's ...
Travel Network Group honoured for 'excellence' by Institute of Customer Service Travel Weekly UK

all 9 news articles »

The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo
Forbes
Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


Forbes

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
Forbes
Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
Los Angeles Times
The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


Forbes

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both
Forbes
Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


Forbes

These Two Customer Service Formulas Can Improve Employee Performance By 100%
Forbes
Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


Forbes

Seven Customer Service Practices That Will Help You Win Over Clients
Forbes
Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


Why is Customer Service in Asia so Terrible? - Forbes
Forbes
Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

and more »

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links