To business owners: Your service is only as good as your employees make it to be. You can have the greatest product in the world, but if you have terrible service, you're not going to sell anything. That's why it's important to hire people who already have the "human" skills.
There's one common thread that binds all great customer service reps. They are all genuinely caring people and have empathy for other people. These are the ones who will provide exceptional customer service.
You can teach people what customer service is and how things are done in your company, but you can't teach people how to care. People who truly care take that extra step to make a happy customer into a customer evangelist.
Absolutely agree with this. Most companies focus on how to get more deals and spend countless dollars on marketing and mindless promotions when in fact, those dollars should be reinvested and focused on creating deeper more meaningful relationships with existing customers.
Creating a customer evangelist is not only good business but a sign of a strong company which "get's it!"
Excellent post!
Posted by: Steve Harper | April 25, 2006 7:18 AM | Permalink to Comment