Improving on Good Customer Service
Maybe I didn't love you
If I made you feel second best
You were always on my mind
Willie Nelson said it so much better than I could have, I'm afraid. but it's true: you were always on my mind. And you've been on my mind a lot more lately.
Customer Service Point was started way back, to share my passion on good customer service with the world. I'd seen (and still see) so much bad service around, that I felt the need to get on my soapbox and spread the word. And you, my visitor, were always on my mind.
But I didn't really know you
I was talking to you, but I didn't have a clear picture of who you really are.
It's stupid really. The whole time I thought, subconciously, that I needed to convince you of the value of good customer service. As if you didn't know already!
Why didn't I see it before?
People who don't know the value of good service, who don't care about customers as much as you and I do, never ever search the web on how to improve customer service. They don't care about the customer... why should they care to learn more about good customer service then?
Not you. You are here.
So much time wasted, trying to sell you on good customer service. You don't need that. You don't want that. You already know the value!
I violated one of the most important rules in customer service...
Know thy Customer
Good customer service is very much about giving your customer what she wants. Be it a fitting product, answer any questions she may have, or properly handle shipping and returns... your customer won't be satisfied unless you give her what she wants... in spades!
Would you know what to give to someone you don't even know?
Most of the time I don't even know what to give to my wife, and I know her well! So you can see how big a challenge it can be if you don't know your customer.
In other words...
It begins with knowing your customer
Only then you can begin to understand her wants and needs.
I didn't understand before that my visitor (YOU!) doesn't really need to learn about giving great service. You know that already.
You are ready to take the next step
You and me both.
Let's embark on a journey along the path of discovery of what it means to deliver beyond great service.
You know the path. It's along the extra
Tell me, tell me that your sweet
love hasn't died