Ask anyone in your family or your close circle of friends this question, “When have you received the best customer service?” They will tap their chin and think about it. Then, they will regale a story about a hotel that helped them get checked in early. Maybe an online company didn’t charge them for something due
Relationships are a two-way street — in order to build a strong bond with your customers, you need to show understanding, recognize their needs, and put systems in place that will keep customers feeling loved.
Is it worth investing in your customer service system?
Ask anyone when they received the best customer service. Odds are, they will regale a story about a company that reduced a charge, or an airline that held a flight and saved their day.
Ask them whether they’ll continue buying from that company and you’ll hear about their deep loyalty and how much they recommend or repeatedly buy from that company.
This holiday season I have seen more bad behavior caused by staff following policies and procedures than any other year. I doubt the owners of these companies have any clue that the systems and structure they put in place are actually hurting their service reputation and costing them money.