One of the things that never ceases to amaze me is the lack of basic customer service smarts in many companies. It seems such a dumb game to be playing, as well.
For example, if a company’s customer service is poor, that’s more than likely going to mean a very big uphill struggle ahead in terms of brand acceptance. But, if customers have a positive view of your business, it’s an extra piece of firepower that can be used in getting the news out about a new product or service.
This is particularly true with social media and online networks. With the amount of blogs, micro-blogs and forums that can spread bad news like wildfire, examples of poor customer service will come back and hit you hard – and fast. This is equally the same for positive news about you.
So how do you make sure your customer service stands up to closer inspection? Simple – you use a LIST.
The key to any great customer service is knowing what your customers are thinking...