Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

101. Customer Quick Bytes

Use these customer quick bytes as meeting openers to generate new ideas or to solve problems.

• Customers will generally remember a company for two reasons:

  • When the product or service is particularly good, or

  • When the product or service is extremely bad.

How are our customers remembering our company?

• Customers appreciate the following qualities in customer service providers:

  • Courtesy;

  • Knowledge of products and services;

  • Reliability;

  • Decision making ability.

How do we measure up?

• The top reasons for customer dissatisfaction are employees who:

  • Ignore customers;

  • Do not listen;

  • Are not knowledgeable;

  • Are not reliable;

  • Do not follow up or follow through.

Which of these are we guilty of?

• Service that was outstanding yesterday may only ...