The customer service methods
Train your representatives to make customers feel important. If a customer makes a suggestion, the representative should note it and let the customer know they have noted it (see follow-up). Training can take place at open workshops or can be arranged in house. Open (public) training can be arranged at short notice, and is usually attended by individuals or small groups.
Real opportunities for customer service all too often happen when something goes wrong. For example, out of stocks, price checks, voids, refunds, returns, and exchanges are prime situations where a customer can be won or lost, depending on what the employee says and does while handling the transaction. Real customer service died quite a few years ago, and with each passing year of bad customer service, those who remember the look, feel, and sound of real customer service will not be around to describe it. So the downward spiral continues. (more…)