The only surefire way to keep a customer happy is to consistently go the “extra mile” and exceed his or her service expectations.
The heart of any company can be found beating inside the walls of its customer service department. Providing superior customer service after the sale is a smart business decision that pays long-term dividends. All the money that companies spend on sales training, marketing research, advertising, and PR initiatives to attract new customers is wasted if they can’t keep their customers satisfied after the sale. Your satisfied customers’ positive “word-of-mouth” endorsements have always been and always will be your company’s greatest asset and most effective marketing program.
The only surefire way to keep a customer happy is to consistently go the “extra mile” and exceed his or her service expectations. Several years ago, I read a fascinating article about a survey that asked people to list the top character traits they expected from a customer service representative, CSR. The survey data clearly identified four key character traits that dominated the feedback list. As you review the list, think about how your customers would rate your character traits and the quality of service you provide.