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  Tuesday, April 08, 2025

Informative Articles

Customer Service Internet Style - 10 Tips To Improve Your Service
Quality customer service is the lifeblood of any business. If you understand that it costs more to find a customer than it does to keep one then you will appreciate the importance of good, quality customer service. Unfortunately, with the...
Do you have a picture of YOUR customer?
I was recently working with a retail client and was discussing their merchandise strategy with their display manager. I asked the person about two products on the same display and who would buy them. The display manager mentioned that one of the...
How To Determine your customer's value
You may publish this article in your ezine, newsletter on your web site as long as the byline is included and the article is included in it's entirety. I also ask that you activate any html links found in the article and in the byline. Please...
Selling Sales to Customer Service Agents
The Sales Stigma Somewhere along the way sales got a bad rap. I'm sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or...
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? --...
 
Satisfying your Customers is as Simple as this...

Customer service is everywhere. It seems everyone we deal with now is a 'customer service representative'. Remember when they were bank tellers, flight attendants or just the person behind the enquiries desk? So why is the experience of fantastic, 'blow-your-mind' service still so rare?

My family recently had one of those rare experiences in a small family restaurant. The food was good value, but that's not what made it memorable. What really made this meal was the combination of decent food with a bright, clean environment, friendly, attentive, knowledgable staff and timely service.

Our feeling of being well looked after - of receiving fantastic service - was not delivered by one 'knock-out blow'. Rather it resulted from the coming together of a whole range of small things, each delivered really well.

And that is secret ingredient in fantastic customer service: GETTING THE DELIVERY RIGHT.

No matter how good the food on the plate, if it had taken an hour to get to us we would not have enjoyed it. And our feeling about this restaurant would have been tarnished.

All too often businesses forget this. Larger organisations in particular seem to think customer service is about having a customer charter. Or running a public relations campaign. Or telling us that "your call is important to us". Or giving their staff the title of 'customer service assistant'.

The reality is that, as consumers, we don't care what the title is of the person we are dealing with. We only want them to be


courteous, to give us their full attention and to know what they are talking about (as they did at our restaurant). And we want the product or service we are buying delivered with minimum fuss.

The same applies to every business - including yours. It doesn't matter how good your products or services are. If you can't consistently deliver them in an efficient manner and with minimum hassle for the customer, your customers will eventually drift off and try someone else.

On the other hand, you will stand out from the crowd if you focus effort on getting the delivery right.

What does this mean? It means focusing on the detail of how you and your staff interact with customers. It means creating systems so that orders never, ever get lost or misplaced. It means having sufficient control so that when you make a promise to a customer, you can deliver on that promise.

And it means having the systems in place so that all these things happen consistently.

Having a great product is one thing, but if you want to really impress your customers: get the delivery right.

***For more ideas on this topic, see http://www.businesssimplification.com.au/ideas.htm

� David Brewster, October 2002
http://www.BusinessSimplification.com.au;
mailto:feedback@businesssimplification.com.au

About the Author

David Brewster runs Business Simplification and works with the
owners and managers of small businesses who know they want to
improve but simply can't find the time to do so.

 

Customer Service Group: Resources for improved customer service ...
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Customer service - Wikipedia, the free encyclopedia
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azcentral.com faq - azcentral.com Help - Arizona Republic Customer ...
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
www.azcentral.com
 
CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
www.cafepress.com
 
Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
www.csweek.com
 
Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
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Customer Service Institute of Australia - dedicated to Australian ...
CSIA is a professional, membership-based body dedicated to improving the standards of customer service both at an individual level and at a corporate level ...
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The Globe and Mail: Home Delivery Customer Care: Home
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ...
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Customer Service from FLORIDA TODAY
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