We only seem to take customer service into consideration when we have a problem and so many businesses are fairly poor at dealing with this situation. The way a business handles a complaint can earn huge ‘brownie’ points from customers or chase them away for good – they are doing business with you because they want to not because they have been forced to so here is your chance to make them happy they chose your business.
Apparently great customer service, at least to some businesses, is a weak smile, a generic greeting – stuff the people have been told to do. Many of the customer service sites one visits or the PR one reads concerning the company commitment to customer service informs us all that customer service is the ‘life blood’ of any business. According to Turban et al. (2002) “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Most of the activities carried out these days in the name of customer service is what we expect to happen! TRUE customer service should EXCEED customer expectation starting with a genuine smile! Great customer service begins with the people and building relationships toward a customer service culture throughout the organisation. The results far outweigh the effort. This is one of the reasons why we at Engauge encourage businesses to make 360 degree feedback reviews an important part of training and staff development.
For more about what great customer service really is, visit: