Good customer service is more than just taking care of the customer. I think good customer service is analyzing what your customers want, and catering your business to work in favour of your customers.
Here's a Simple Customer Service Plan
Here's what I would do. I would keep track of all the complaints made by customers, and I would look for trends in those customer complaints.
When I identity similar complaints, then that tells me something is wrong with the way I'm treating my customers. Let's say I had 3 complaints about the same issue. You can't say "it's just a couple picky customers." You need to look into the matter and make changes.
This doesn't mean you need to give in to all the customers' complaints. You may need to present your product or service in a different way. You may need to add benefits, change your product, or simply eliminate whatever people are complaining about. Each case is different and you need to take action, and create a solution. You can't just let it go.
Also you have to keep in mind, many customers are unsatisfied, but they won't do anything about it. So if you have three that told they are unsatisfied, you can be certain there are more.
Good customer service and accurate customer feedback go hand in hand. You can learn a lot from customer complaints and customer feedback. But it's no use getting feedback if you don't act on the information.
Without customers, you have no business, so be sure to monitor your customer's satisfaction and make the necessary adjustments to give good customer service.
Good customer service takes patience, understanding, and investigations. Those business people that practice good customer service are ahead of the game.
That's The Way I See It!
Acey Gaspard
A Touch of Business
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