Providing Great Customer Service

Bob Dylan had it right – we all serve someone.  Great customer service is a competitive advantage for more than just a few select retail players.  Join the Wily Manager guys this week, as they talk about the good and bad customer service practices that apply to any industry or situation.

Monday’s Tip:        Know Your Customers’ Expectations.  You have to have some idea what your customer is looking for if you want to keep them happy.  Your best guesses may or may not be accurate.  You don’t want to be really good at something your customers don’t care about.

Tuesday’s Tip:         Plan to Exceed Your Customers’ Expectations.  Once you know what your customers are looking for, figure out how to exceed their expectations.  This usually means being better, cheaper, faster than what they think you will be.

Wednesday’s Tip:        Ensure the Business Infrastructure can Deliver.  Even if customers really want something, don’t promise something the business is poorly equipped to deliver on.  This will do far more damage, than curtailing customer expectations.

Thursday’s Tip:        Retain Good People.  The people who interface with the customer are the face of your business.  Make sure you have good people in those roles, and do whatever you need to keep them.

Friday’s Tip:        Interface with Customers.  Senior managers and executives need to create face time with customers.  It is not good enough to respond to their emails or read reports about what they think.  Business is a contact sport.