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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.
Good tip Dev. That is what makes any company thrive and grow. Some times it’s hard to please people and go that extra mile but regardless of whether they are mean or nice, your excellent customer service skills will leave a great impression even if you think it did not. I receive a great deal of referrals from customers that I believed to be the spawn of Satan. Some of them are real short and pissy untill about mid way through a job when they see my efforts and kindness, attentiveness. This can make a customer go from hard nosed unreadable to having you over for dinner in a heart beat. Give them the damn pickle! You will get a lot more in return.
As Dev mentions, “constantly and consistently exceed the customer’s expectations”. This will bring the “loyalty”.
Mike Nowlin
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