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August 18, 2005
Customer service - it is that easy to make money
It is so easy to make money. Just satisfy your customers. The sad part is that a study is needed, once again, to proof this point.
The study that I am quoting here has been conducted by "The University of Michigan's American Customer Satisfaction Index, or ACSI" - the do this every quarter or so.
And it concludes that companies that concentrate on meeting customers' needs are the ones most Google and Yahoo, both companies that do not only do a great job at satisfying their customers but are also both financial successes (even so there was this row between Google and CNet).
There are more famous names.
The main thing that I actually want to point out is that it is easy to make money, once you understand your customer. And that is the challenge, because every customer is different.
VERY different. Never treat one customer the same as you treat the one before. One might prefer your smile on the face and is happy if the service takes longer, while the next customer might want to have a fast turnaround of his request.
So big question is, how to train customer service to be in tune with the customers? The main challenge is that customer service assistants must be in total rapport with the customer. Absolute, 100%. Most training programmes focus on techniques - one size fit all, a smile is enough - , and not on empathy or understanding of the customer. And this is what is lacking.
Posted by Andreas at August 18, 2005 02:25 PM