Customer Service: Responsiveness

No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction.  So, what exactly is RESPONSIVENESS anyhow?  It is our “willingness to help the customer promptly.” It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of

Customer Service: Reliability

How important is RELIABILITY when it comes to customer satisfaction?  Very important!  Customers expect you to deliver what you promise. Here are some promises companies commonly offer: Quick Service … it better be quick. Best Prices in Town … prices better be negotiable if it is cheaper somewhere else. In my last two blog posts

Customer Service: Assurance

Customer service requires meeting customer expectations.  It's really that simple.  The research of Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry in the 1980s found customers measure their expectations of service with the actual service provided to them.  If you meet or exceed their expectations, they feel you are interested in them and they will be

7 Steps to Customer Service Recovery

Complaints are a customer’s gift to you. Huh? When customer’s complain, they give you the opportunity to make things right.  Using the 7 Steps to Customer Service Recovery will increase your likelihood of regaining the customers’ trust and confidence. Apologize.  Apologizing does not meet you are admitting guilt; it simply means you are acknowledging they

3 Tips for Excellent Internal Customer Service

So much of what we read and learn about customer service is about external customer service.  A quick Google search of “external customer service” returned “about 7,500,000” hits.  When searching “internal customer service” the number of hits dramatically decreased to “about 471,000”.  This is pretty telling in my opinion.  Does your company have the knowledge