External factors over which little control can be exerted
continue to buffet all business sectors.
However, every organisation does have a potentially winning
weapon in their armoury namely the opportunity to offer excellent customer
service.
In these difficult times everyone expects ultimate value for
their cash be it the corporate customer or the man in the street.
It is a paradox that as trading conditions become tougher and
business harder to win the level of service offered by many suppliers is
falling very short of acceptable standards.
From the frustrations of automated answering with the intensely
irritating muzak accompaniment, to the failure to meet agreed delivery
schedules customers are left feeling that their business is not valued.
Little wonder that they choose to vote with their feet.
Customer service is not a difficult act to pull off – in reality
all that is required is to give the customer the feeling that their business is
important and they are valued, not just “one of a number” or even worse a
nuisance.
Those companies that focus on customer service will build an
increasingly stronger business.
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