Excellent customer service is the ability of an organization to constantly and consistently exceed the customer’s expectations. Accepting this definition means expanding our thinking about customer service; if we’re going to consistently exceed customers’ expectations, we have to recognize that every aspect of our business has an impact on customer service, not just those aspects of our business that involve face-to-face customer contact.
Improving customer service involves making a commitment to learning what our customers’ needs and wants are, and developing action plans that implement customer friendly processes. Good customer service equates to customer loyalty.
Customer loyalty is not about a lifetime. It is about the next time, every time! Provide a great service. Consistently great service builds confidence and will eventually lead to loyalty.