Customer service, for some odd reason, often seems elusive, not to mention complicated. It ought to be the simplest of all business practices, but apparently it confounds managers and employees at every turn and in every business.
In a guest column for the Carolina Newswire (called out by WOMMA, the Word of Mouth Marketing Association,) author and small business coach Robert Moment breaks down customer service into six easy-to-understand segments.
By all means, read Moment’s entire column here, and motivate yourself to do so with a glimpse into what he writes: “Outstanding customer service representatives take a negative and turn it into a positive that ensures the customer is not only happy, but is convinced he or she has had an outstanding experience — the Wow Factor — that he would not have gotten with any other company.
“The key ingredients of the Wow experience are:
* Seamless Service
* Trustworthy Service
* Pro-active Service”
Moment goes onto describe and explain each of these in his column. Read it if you dare to aspire to what he says the Wow Customer Service Experience does: “Inspires loyalty and keeps customers coming back for more.”
Moment is the author of Invisible Profits: The Power of Exceptional Customer Service.