Not so many years ago, successful companies were built upon a firm foundation of delivering quality products and reliable customer service. Today, you’re lucky to get any satisfaction when speaking to a customer service representative at most major companies.
I came across a recent post by Joel Spolsky of Joel on Software, which outlines 7 steps companies can take to "Remarkable Customer Service". (I’m going to send a copy of it to my local utility companies) Joel writes:
"As a bootstrapped software company, Fog Creek couldn’t afford to hire customer service people for the first couple of years, so Michael and I did it ourselves. The time we spent helping customers took away from improving our software, but we learned a lot and now we have a much better customer service operation.
Here are seven things we learned about providing remarkable customer service. I’m using the word remarkable literally—the goal is to provide customer service so good that people remark…" (read the whole article here)
What steps does your company need to take to deliver "remarkable" customer service?
–Susan Martin, Business Coach – remarkable customer service advocate
If you have a genuine conversation with your customer, you will discover what they want. They don’t always know what they want. Or they might have trouble expressing it. Often people know what they want but they’re unsure how to get it. That’s where you come in.
By asking pertinent questions and paying attention to the answers, you can discover a lot about your customer. You can help guide them to getting what
they want. That’s the role you fill and that’s how you keep customers coming back.
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