Many would argue that good customer service is a prerequisite for a successful business. But what exactly is good customer service? For my two cents, it may very well depend on how a company handles a negative situation. A couple of examples may help to define good customer service. First, a decade or so ago on a trip to Acadia National Park, my wife and I stopped at L.L. Bean's flagship store in Freeport, Maine to drop off a favorite pullover windbreaker that needed to be repaired. Unfortunately, on the return stop, we found out that the windbreaker we had dropped off had been misplaced by the store. The L.L. Bean team suggested that we select a replacement. While this was a satisfactory solution by itself, L.L. Bean went a step further several weeks later when they called us to let us know they had found the missing windbreaker. We would have been happy to return the replacement, but L.L. Bean insisted that we keep both.
A second example is Southwest Airlines. Last year, after taxiing to the runway at Newark Liberty, our flight was near the front of the queue and just about ready for takeoff.As luck would have it, there was a weather-related hold at many airports in the northeastern section of the United States. Without even complaining, we were amazed when we received an e-mail a few hours later with $75 vouchers per ticket for a future flight. Combine that with no luggage fees, flexible change policies, and comfortable seats and Southwest has made new fans.
In both instances, these major businesses acted in a very consumer-friendly manner. This just goes to show you that if it looks like good customer service and smells like it as well, then that is the definition of good customer service.
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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