We can all be glad about that.
Everyone talked about customer service. Not everyone did it. Why?Well what all shops had in common was a lot of customers on the high street. If you did not give one customer a reason to shop with you, there were plenty more fish in the sea.
But the customers are now thinning out and customer service has taken a new turn. If customer service is such a big thing, then why do customers shop on the internet? No-one says please or thanks on the web. Is it all just price and convenience or is customer service being re-defined?
Customer service is bigger than ever - but in a different way.
The key is to understand what customer service means to each sector. An independent shop shouldn't try to act like the internet and vice versa. And if they have both outlets - give different service on each.
Do what your customers expect but much better. If you are an independent shop and you sit behind a counter reading a book or on a computer, you may as well just be on the internet. Get from behind the counter and engage with your customers. People buy from people they like.
Whatever your sector - give your customers reason to buy from you.
It's the new customer service.
What the customer says
Engage with customer.
Keep engagement going.
Reassure value of purchase.
"They know what they're talking about"
"Had everything I needed and some great offers"
Google search finds site.
Quick and instant payments.
Clear delivery time and costs.
"They make it so easy to shop with them online - and so cheap"