I know many out there are prescribing the cure for better customer service…I think that’s great because customer service really can be a contradiction in terms.
Here’s my contribution to the discussion:
- Require all associates touching customers to "just be nice." No matter the situation, no matter the personality of the customer…just be nice. Organizations might be surprised at what affect this has on customers.
- Senior managers read the definition of accountability and go live it…enough said.
- There’s something about the golden rule that works.
- Organizations need to be honest and just let the customer know that the service sucks. That way we’d be somewhat prepared. Setting expectations is everything.
- Innovate and wow the customer like Apple does. See their new store on DAP Review.
