What is meant by customer service (CS)? When does CS begin and end? Great questions to ask yourself when dealing with probable purchasers and or existing customers. Recently I experienced what should never occur between a probable purchaser or even a returning consumer. This experience has tainted my belief that this local division of a national company knows how important every interacting is with the buying public. The fact that one bad experience can ruin a relationship with a consumer is something we should all be aware of. Don't get me wrong here, I am not saying that companies and employees should never make mistakes, we are human, it's going to happen. It's not the mistake, it's how you learn to handle it that becomes the ultimate deciding factor. However, be aware that one employees mishandling of a situation or interaction between your valuable customers and your business can and will have an impact on what that customer does next.
So when does CI start or even end? The answer is it starts with the very first interaction between you, your employee(s) and a probable purchaser, and will never end as long as you wish to create a loyal customer. When business is slow you must maintain a very high level of customer service to create loyalty and you must maintain this high level of service even when business is brisk. Not adhering to this concept can be fatal.
A thoughtless interaction with a consumer will impact your business, one misguided interaction will cause your valuable customer to look elsewhere the next time they might need your product or service. For this reason, you should always be cognisant of how your employees are interacting with your probable purchaser and or your existing customers. Who is responsible to create a lasting positive experience within your organization? You and every single employee you have. Customer satisfaction is a one-time event, however to create and nurture a probable purchaser into a 'loyal customer' your commitment to CSI must be an all time commitment. In this writer's opinion 'customer satisfaction' is worthless until it can be turned into 'customer loyalty' which is priceless. We must all be focussed on building and rebuilding our relationships with our consumers if we really believe that they are valuable. Earn the business with each and every interaction and do not forget to thank them for their patronage.
.403-892-0622 or 403-308-5934 www.willslatterycspandassociates.com
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