In reference to “Customer Service”, good old Wikipedia provides the following information “Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees who can adjust themselves to the personality of the guest. Customer service is also often referred to when describing the culture of the organisation.”
The level of customer service you provide can be the basis on which consumers promote your business – sometimes that publicity can be good and sometimes that publicity can be bad.
Over the past two weeks I’ve experienced an example of great customer service (although I doubt the young lad in question would even view it that way), and a really bad example of customer service from an organisation I expected better from!
As a consumer, I am the type to go direct to the organisation to advise of my good or bad experience…but there are many examples, especially with the popularity of social media, where consumers are not so private – this is great when it’s praise, but not so great when it’s a complaint!
My point (I promise I have one…) – make customer service a priority, train your staff and engage in continuous improvement!