A list of things that make good customer service
Some of these extend into the realm of marketing, operations, and sales, but are all part of providing a good customer service. In no particular order:
- Understanding/deciding who the customer is
- Offering something of real value
- Giving personal attention to each customer
- Doing what you say you will
- Being honest
- Opening up communications and systems
- Creating community
What other things make good customer service? Is there something I missed, or something that you think needs more focus in a subsequent post?
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Comments
Customers are defined in business generally in two catergories; internal and external – all these points apply equally to our internal customers as our external ones. In fact in my opinion; one catergory cannot be garunteed excellent customer service without the other reciving the same.
One thing which is often omitted:
Giving customers the level of control they want (minimal or almost total) over the service you provide.
For instance, when supplying a product or service, some customers will want to specify what they recieve in great detail, others will want the supplier to make many decisions for them, based on a deliberately imprecise speicification.
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I think it’s important to communicate with customers in their preferred way – the timing and method of contact, and the party that initiates the contact are all things that the customer may have an opinion about.
I’m shopping for a new house at the moment and I like receiving emails about new properties from estate agents as it saves me from having to sift their websites, but I don’t want to be bugged by phone calls.
I’m not sure this is a new heading in your list though, or if it comes under ‘understanding the customer’ and ‘personal attention’.