This is a re-cap of the breakout session led by Paul Rieken, at the 2010 Celebration of Success.
This breakout session focused on customer service and how to “wow” your customers in 2011. We have all dealt with good and bad experiences in this area. The group was asked to think of a time when they (as customers) experienced bad customer service, and also a time when the customer service was great. People shared what impact these services had on them. Ironically, the bad times seemed to stick out the most! The discussion continued with the “Top Ten Customer Service Mistakes” and “How To Deliver Great Customer Service–Top 10 Tips.” (available through the downloads at the bottom of the page)
So why is customer service so important?
First, it maintains current and returning customers. (These people account for 80% of total business!) And of course, you can consider it free advertising when your customers give positive feedback about your company to others. Next, it “wows” the new customer. They want to come back, and in addition, they tell other people. Finally, customer service provides your organization with a competitive advantage. A lot of places do not have good customer service, so if you do that’s a huge advantage.
As Walt Disney once said, “Do what you do so well that they will want to see it again and bring their friends.”