What Constitutes Good Customer Service?

What constitutes good customer service in today's environment? Is it good enough just to follow the text book definition of: the provision of service to customers before, during and after a purchase. For me it all comes down to "service". This is no doubt the most important part of any business, yet it is often taken for granted or assumed to be good enough.



We have all experienced poor customer service at one time or another and were left with a sour feeling. We don't want to return for a repeat performance, therefore, we take our business elsewhere and worse yet we tell others about our experience.



I like to treat everyone as a customer with courtesy, caring and willingness to serve. This includes, but is not limited to, business clients, vendors, employees, co-workers, friends, family and the casual aquaintance. At any point in time we may need or require the service of others and we should treat these customers as we wish to be treated when and if we become their customer.



In providing good service we must always be helpful - even if there is no immediate profit in it, if we make a promise we do so with full intentions of keeping it, we listen to understand their needs and desires, and whenever possible we try to throw in something extra. It is really a simple concept and easy when you view things from their perspective.



It generally does not cost any more to provide good customer service, however, in contrast it can cost considerably. How many times do you hear from others of their poor experience versus a good experience? Studies show that people are more likely to tell others of a poor experience over a positive experience at a rate of 3 to 1 or higher.



Understanding that it is not always possible to please everyone, given the opportunity to make a wrong "right" by dealing with a complaint we should always strive for the reward of retaining that relationship.



When all is said and done, your business success will depend on the level of customer service you provide.