Customer Service As Valuable Asset
Valeria Maltoni, writes here in her posting about the talking that can fail or improve your customer service. She has 10 points, which I would summarise into the following:
1. Instead of your own talking - let your customers do it, and keep listening to the carefully. Which, in its turn, means that you will HAVE TO act on the feedback you receive.
2. Let you front people - those who actually are assigned to receive the feedback - act on the feedback. This will increase your flexibility - just let them feel they have the power to da it, and allocate the necessary resources to act. And ALWAYS listen to the front people - they are talking your customers’ position.
3. Keep your brand promises. Positive experience is the best advertisement you can come up with.
4. Have your customer service. And now that you have it - use it. It is not smth you are forced to have by law, so do not treat it as an inevitable cost, but turn it into an inalienable asset that brings value to you and your customers.