Why is same service important?
by Maria
(London)
I have one question ...
Please explain me:
Why is it important to always give the same service to customers?
Answer
Date: February 14th, 2008.
Let me put a little nuance in there... it's important to give AT LEAST the same service to customers.
If there are times that customers get good customer service, and other times it is not as good, they'll tend to remember the least level of service they've received, not the best level.
So if you think it's ok to deliver less service at times, don't bother to deliver more at other times.
Now, why did I say "at least"?
Once you decided what level of service you provide, and work hard at achieving it... well, there is a sad caveat...
Consumers tend to get used to the level of service you provide, and what once was service that delighted them becomes standard. And then, you need to work even harder at delighting your customers!
Great customer service is work in progress!
Kind regards,
Erwin.
