A recent visit to a leading department store made me think about how easy it is to provide customers with good service. It also can be a huge challenge if the team either is not aware when it fails to provide good service, or simply doesn't care. My family was waiting patiently at the customer service desk to ask a simple question. Several employees were behind the desk. One was with another customer so it wouldn't be fair to expect anything from that associate. After about five to ten minutes or so of waiting, and not being acknowledged by anyone, we decided it was time to leave. Not all experiences are like this nor do they have to be that way. A handful of memorable positive moments and customer-centric service strategies come to mind:
What these examples have in common is the relentless focus on the customer, and perhaps more so, respect for the customer. It is less about the customer always being right, and more about understanding that the customer is the reason those companies remain in business. If these companies always keep in mind solutions that allow them to meet their business objectives, while keeping customers top of mind, more often than not this will result in a win-win situation.
Blog Author - Ken Felsher
With over 25 years of writing, editing, and research experience. I enjoy sharing with my readers my love of working with content on a variety of subjects.
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