Monday May 17, 2010
Ben Buet discusses customer service.
My partner and I recently decided to buy a house together. From initial property searches to finally exchanging contracts last week, this has been one of the most stressful yet exciting experiences of our lives and one I have really enjoyed...most of the time!
Customer service is so important in any selling situation; whether it’s just for a quick drink at a bar, staying at a five star hotel or even buying a house. If people can make you feel like a valued customer it can mean the difference between return custom or a poor reputation.
It has been a huge step for us purchasing our first house. The customer service that we received from all the different people we have dealt with has meant a lot and the difference between sleepless nights and peace of mind. When I’d felt out of my depth at times within this new world of property ownership, having someone to call or email for advice has made me feel so much better. Conversely, those who haven’t been so helpful or didn’t let me know what was going on just added to an already stressful situation. I was surprised at some of the errors and omissions in the service provided and began to wonder whether some ‘service’ organisations place any emphasis on customer service training.
Of course it starts with employing the right people; those with a ‘can-do’ attitude and who care about others. Do they screen their candidates for these essential traits?
People need to be happy and engaged in order to give great service. Did you know that a 5% increase in employee satisfaction will improve the bottom line by 2%? This is a fantastic reason to put some investment into improving service standards. Today’s customer, more often than not, will rely on a recommendation from someone they know or respect so it makes sense to ensure that every single customer is saying great things.
Working for learnpurple I’ve come to expect great service from others. We live and teach great customer service (check out our great learning bite on customer service here). We know that great customer service can help your customers feel:
- Cared for in a trust situation
- That they want to come back again and again
Let us know if you have had a great or terrible experience with customer service that has shocked or amazed you...