You may not be able to precisely define good customer service, but you know it when you see it. Does it begin before the sale with the image and message your company presents? Is it the process by which you handle customer complaints? Or is it the total customer experience from the time of initial contact until your product or service is delivered, payment is made, and the purchaser is satisfied? Whatever your definition, customer service is an essential – and possibly the most significant – element of business survival and success.
The essence of customer service is anticipating and meeting your customer’s needs quickly, fairly and completely. In the digital world, customer service means that the marketing, sales, and delivery of specific products and services are perfectly aligned with the needs and desires of each specific customer who purchases the product or service. Every interaction between company and customer is designed to avoid disappointment and enhance satisfaction.
Prerequisites to Great Customer Service
There is no single, perfect model of great customer service, no specific methodology you can implement, nor a recipe to follow that will guarantee that your company always delivers total customer satisfaction. The best companies understand that fulfilling each customer’s needs is a constant struggle that never ends. But their reward for persistently improving the customer’s experience is escalating revenues and profits.
This article first appeared the Website Magazine site on December 18, 2013.