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Expanding CustomerService as a Profit Center by Rob Reider

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Chapter 4

Customer Service in Action

You can’t please everybody

but you can come pretty darn close

Introduction

Wouldn’t it be great if there was a formula or maybe 10 easy steps to perfect customer service? Really though, there is no one right way to provide outstanding customer service—only the right way for your specific situation. Different companies do it in different ways with mixed results—some very successful building a core of quality customers, some unsuccessful basically in business to lose their potential repetitive customers in a continual quest for the next customer to lose. To emphasize such a range of customer service let’s look at two national retailers that are consistently rated as providing top level customer service—a hip ...

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