What Is The Meaning of True Customer Service?

What is the meaning of True Customer Service?
Being Good to Mad Customers:
In business there will always be unhappy customers. But even your unhappy customers should
leave feeling satisfied with their unhappiness. They should be able to say, "They were not able
to handle or cater to my needs. I don’t like that. But, at least the can accept that." In a perfect
world this is true. As small business owner, we can bend our own rules to satisfy a customer. But
how often do you do this? And what is that customer worth to you?
Being Real:
If you are not going to give that person a refund or exchange, be truthful! It’s great you’re your
company is nice. But it is better that the customers knows what’s going on and what they are
really getting when dealing with your business.
Being Flexible:
There’s nothing worse than a customer calling you and you only offer two options; none of
which is beneficial to the customer. They ask you for what they really need. Then you ignore
them. That’s like offering bananas and apples , when your customer needs an orange.
Being tech Savvy:
It pays to know what people are saying about you. Try to encourage truth online about the way
people feel about your company. Also, realize that the regular consumer has the power of the
internet. With enough friends and websites….they can damage your image.
1. Sify internet vs Airtel

 True customer service is not dead. But very few co actually following it.
 Example of Airtel getting into broadband services.
 It distinguished itself from other competitors by its reliable customer services.
 Still follows policy of getting any internet problems rectified within 4 hours of complaint.
 It is not the policy which is just written but is actually lived upto by airtel.
 Other broadband companies like MTNL, Sify and all failed to service their customers.
2. Customers seem to live in a world of do-it- yourself (DIY), get it yourself (GIY), bag it
yourself (BIY), and now, you can even ring it yourself (RIY).
In return for their loyal patronage, customers get the bare minimum: Customer service
without a smile, merchandise returns with much attitude and combativeness, a game of
hide-n-seek when looking for help; and this is all topped off with the long lines that only
rival amusement parks.
Worse, is that many fast food chains now feature kiosks in which you can order it
yourself (OIY)!
Companies should heed the message that cutting costs need not be sacrificed on an alter
of disingenuous or rushy rush customer service.
Companies should not forget the fundamentals of customer service, which is to "Serve
The Customer". There are ways to incorporate low cost customer satisfaction:
1) Place employees in high traffic areas of the store.
2) Make sure employees have casual conversations with customers and at the same time
remind them of specials.
3) Create a warm atmosphere for shoppers, what happened to the calming music in stores
– get shoppers excited to shop.
Focus on True Customer Service in a Challenging Economy

Tough times require a renewed focus on customer service. One will not survive without loyal
customers. It may be tempting to lower your price or fees to get a customer but you most likely
will attract a customer who is unlikely to be loyal for long. Talking about a renewed focus on
customer service may seem like it is easier said than done given many of you have fewer
employees as well as hiring freezes that may be resulting in lower morale. Put those thoughts and
potential excuses aside for a moment and consider what you must do now. In this economy,
customer service is more important than ever.
strategies to make survival and success happen.
Talk to your customer. The rule of thumb is communicate early and often. Customers do not
want to be surprised. A large transportation client says, "Our customers can handle the trains
running late, what they can't handle is when we don't call them to tell them we are running late!"
You may not have a solution or an answer, just keep them updated. Silence is not golden. How
long does it take to respond to your best customers via email or voicemail? Simply continue the
conversation, it is not a good time to hunker down and hide out. Start writing thank you notes -
handwritten not via email. Get out and visit them. Face to face time may be crucial in these times
when everyone is a bit nervous about costs, quality, bottom lines and service.
Add value. Take on your customer's problems and solve them by creating a partnership.
Remember, not all customers are created equal so use your best strategies on your most
profitable customers. When people are nervous about what the future holds, trust erodes. Now is
the time to show you care. Use your data to show you know them by anticipating their needs.
Find out what matters to them and create a customer experience that builds the relationship.
Make use of social media. Many companies are using social media, such as Twitter and
Facebook, to enhance the customer service experience. Have you embraced the new era of social
media? Word of mouth is still the most powerful advertising ever. Followers and friends can be
easily influenced by a single person. Make certain your message is getting out there, not just the
voice of one customer. Social media adds value by connecting and building long- term
relationships. You can share experiences and information on the customer's terms.
Spoil your customers. This strategy proved to be a win-win for BMW. The rolled out free Wi-Fi
to the dealerships as a way to please customers while cars were being serviced. This was a low
cost idea as broadband was already in place to run the dealership. The surprise was customers
requested fewer loaner cars. Instead they worked on their laptops and waited for their car. BMW
cut monthly loaner car expenses by 10 to 15%.
Zappos is full stories of how to spoil customers. A customer called after discovering she had not
packed her shoes upon her arrival in Las Vegas. She had purchased them from Zappos so she
gave them a call looking for another pair. Unfortunately they did not have her size in stock.
However Zappos does not like to disappoint a customer so the company found a pair at a local
Las Vegas mall and had them delivered to her for free. Can you say "customer for life"?
Create a service champion. Your people are the key to creating the service difference and
service experience. Nothing happens by just reading and thinking about customer service.
Someone has to be the point person and make execution a reality. The champion must keep
service and loyalty on every meeting agenda. Their responsibilities should be to look at the
processes that support service, such as hiring and training. Make certain you hire smart to start.
Revamp your training efforts so customer service is being taught and empowerment is a part of
the company's culture. Create service standards as a part of the process. I have a bias that without
standards everything is left to chance. The champion creates a service focus for all departments,
not just the traditional customer service department. In the face of lower employee morale, give
your surviving employees the chance to shine on behalf of the customer. Make them feel
important, spoil and engage them. A service champion is necessary or your good intentions will
be just good intentions. Action is required.
Customer loyalty is subjective and fleeting. It is earned one experience at a time. And in this
fragile marketplace, customer service is more important than ever. To attract and keep your
customer, you must be "decidedly different". And for the customer, that difference must be
evident every time and at every touchpoint.

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What Is The Meaning of True Customer Service?

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What is the meaning of True Customer Service?

Being Good to Mad Customers:

Being tech Savvy:

1. Sify internet vs Airtel

1) Place employees in high traffic areas of the store.

Focus on True Customer Service in a Challenging Economy

strategies to make survival and success happen.

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