External factors over which little control can be exerted will continually 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 today’s business environment 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.
How much revenue is lost arising from an existing or potential new customer not wishing to endure the frustrations of automated answering and merely hanging up?
How much “repeat business” is lost owing to the failure to meet agreed delivery schedules?
With such experiences customers are left feeling that their business is not valued. It is 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 businesses that focus their energies on customer service will see their business reaping the benefits
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