Great customer service: the secret

What makes great customer service? Your ability to:

Listen, understand, respond

It’s simple - but not easy to do.

Interestingly, the same three things that add up to good online reputation monitoring.

We specialise in looking at why it’s so hard for organisations to listen.  Why individuals struggle to understand the experience of the customer and what gets in the way of responding positively and respectfully.

Many organisations try to make customer service ridiculously complex.  Our take is that it’s simple, but hard.

September 23, 2008 | Filed Under business insight 

Comments

One Response to “Great customer service: the secret”

  1. Tim Rueb on September 23rd, 2008 10:59 pm

    Great post. Recently I had just such an experience. I saw “listen, understand, respond” in action. I posted about it:

    http://roihunters.wordpress.com/2008/08/17/customer-service-excellence-examples/

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