Obey The Masters of Excellent Customer Service
If only reality were like that.
“It takes focus,” says Ken Blanchard, a San Diego-based management expert and author of “Raving Fans: A Revolutionary Approach to Customer Service.” “It takes focus and energy and you can’t have a lot of mistakes.”
By “focus,” Mr. Blanchard means deciding what experience a business wants to deliver to what kind of person. “You have to set parameters for what you’re trying to do,” he says, and that, by definition, means not being all things to all people. There’s the first secret of customer service.
The second: zeal.
Retailers with reputations for customer service are “evangelical to what they’re selling,” says Paco Underhill, CEO and founding president of Envirosell Inc., a New York retail research and consulting firm, and author of “Why We Buy: The Science of Shopping.” Mr. Underhill points to Torrid, the plus-size retail chain, as an example. “They hire customers and turn them into associates,” he says. “If you’re plus size, wouldn’t you be more willing to accept advice from a plus-size woman?”
Oh, the secrets just keep pouring out. Wanna see the rest? READ MORE!