What makes great customer service? Your ability to:
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.
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/