While preparing for this month’s column, which focuses on customer service, it seemed a wise place to start was a Google search. I have my thoughts and notions, but it’s always a good idea to see what others are thinking about a given subject. In just 21 seconds, more than 1.4 billion responses appeared! Survey says – customer service must really be important.
I discovered the “8 Rules for Good Customer Service,” “The Ten Commandments of Great Customer Service” and “Seven Steps to Remarkable Customer Service.” Although I did not review all 1.4 billion listings, there was a considerable number of recognizable corporate names with contact information. However, before we go off on our own personal horror stories about bad customer service, let’s get on the same page with a definition.
Efraim Turban in Electronic Commerce: A Managerial Perspective (Prentice Hall, 2002) defines customer service quite simply: “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” With that in mind, here are a few thoughts to enhance your customer’s satisfaction.