A company’s reputation is only as good as the customer service it provides. Please a customer, and your client base will swell with relatives and neighbors who catch wind of your top-notch representatives. But upset one, and brace yourself for disaster. “The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company,” says Megan Burns, a senior analyst at Forrester Research, a Massachusetts-based research firm that specializes in customer service. It’s “absolutely an essential moment of truth for companies.”
- Most companies believe their customer service is much better than it really is, and are always in need of new customer service strategies.
- The best way to improving your customer service is to create a specific strategy targeted at your own customers.
- Keep up with your progress by collecting as much data as you can to measure your service quality.
“In order to improve your customer service, you need a clear and specific picture of who contacts you and why.”