Tuesday, July 16, 2013
It's time to get serious...Customer Service
This article which shows Where to Get the World's Best Customer Service speaks volumes of where we need to go, if we are to even enter the map of the customer service grid. We have no end of people doing hospitality, tourism and hotel studies; they are not absorbed into the industry, yet there is a constant decline in customer service.
Programs of training speak to how we must address our internal customers, an arena where we can practice offering good service but is often ignored / neglected. There are even programs that have been developed which show clearly how to establish competence in customer service in your respective careers; yet customer service receives little more than "lip service".
You will notice from the article that the countries listed among the best in customer service don't even seem to focus on tourism. They just function on doing business under circumstances where their "customers" / clients are embraced in a welcoming environment and feel a degree of comfort wanting to do business repeatedly with them. They understand that the key ingredient in gaining business' market share is in fact the offering of the best customer service.
Customer service has to be tops in face to face contact, on the telephone, in your correspondence, in every aspect of interaction regardless of whether the person is perceived to be a high value customer or not.
Keep tuned in as we will over the next couple of weeks be looking at customer service and its impact - on businesses and the beneficial spin-offs on entire economies.
N.B. Kudos for the image. We don't know who produced it, but we wanted to say thanks for allowing its use.
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