You may have noticed I’ve recently been posting links to articles I find on customer service. There’s a reason for this. I’ve started searching more and more for articles on customer service just to see what’s out there. Are people talking about customer service? Do they care about customer service? Is there any good customer service left – or is it all just going downhill?
The answer to all those questions is “yes”. People are talking about customer service all over and in different ways. One of the things that stands out the most is that with the poor economy, I’m finding examples of two significant things happening in customer service: It’s either getting worse – or it’s getting better. There seems to be no middle ground.
Which leads me to the article I wanted to share with all of you. This particular one was written by Jennifer Leggio, who writes a blog called Social Business for ZDNet.com, and online tech news website.
What drew me to this particular article is Jennifer recounts her own personal experience with above-and-beyond service from The Marriott Hotel – where she happened to be staying when she sprained her ankle.
While I was impressed at the level of service that Jennifer received from The Marriott Hotel, it wasn’t that which caught my attention. What I was most impressed about was that Jennifer was so bowled over by the customer service she received, she took the time to write an entire article about it and share it with everyone – on a tech website no less!
That, my friends, is the level of customer service you should always be aspiring to. Always take your approach to customer service as one where you go above and beyond the call of duty at all times. It should be so ingrained into you and your employees it is second nature – so that when a customer gushes to you how wonderful you are and you tell them “it’s no big deal” – it really IS no big deal to you because you do it every day.
But don’t just take my word for it. Take a look at the article here and see what I’m talking about. Maybe it will even give you some ideas of your own on what you can do to reach customer service excellence.
We talk a lot about all of the new approaches to customer loyalty and customer satisfaction surveys and using social media to listen to and better engage with customers. Yet a few weeks ago I was reminded about the most important facet of customer loyalty out there… (read more)
