Posted Monday, October 4, 2004
Now That's What I Call Customer Service!
Customers are a business’s lifeblood, we all know that don’t we?
So why has everyone got a horror story about bad service?
Consider how the multi-nationals deal with complaints. They go the extra mile to turn a dissatisfied customer around even when they know people are just ‘trying it on’.
Why do they choose to give in without a fight?
These companies can’t afford negative comments. Every unhappy customer tells at least 6 other people, some figures show this to be even higher. They know that if they tackle the problem immediately they nip it in the bud.
Compensation is usually offered over and above what’s required because they know how much a good customer is worth to them over 5, 10, 20 years.
Train your staff now on how you want them to handle returns, complaints and dissatisfied customers. Where it makes sense, empower staff to make on the spot decisions to solve problems.
The quicker something is dealt with the better the chance of a satisfactory outcome. Have something ‘extra’ ready to offer for serious complaints.
This is your ‘wow’, something that makes the customer say, ‘wow, that’s a good company to deal with!’ A ‘wow’ should be:
* of value to the customer
* should cost little or nothing to you
* should be quick to do
Do it now before your competitor does!
About the Author
Janet Fraser, is co-author of the ebook, “The Risk-Free Guide to Buying a Business: How to Increase Sales and Make Money’ available at
Making business easy - free risk-assessment / health & safety / staff training handbook and business planning template suitable for the smaller business