Have you recently experienced ‘Good Customer Service or Care?’
Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets, or exceeds, customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor.
Apparently I’m a bit of a coffee snob and until recently, shared my purchases between Nero’s and Costa.
I called into a Starbucks as it was convenient to a business call I had just made.
I asked the barista to prepare my order the way I like it – short on the hot water and with pouring cream. The young barista replied, ‘sorry we have no cream’. The disappointment etched on my face must have been visible to the senior Barista at the rear of the store.
He replied ‘if you don’t mind waiting a few minutes sir, we’ll pop out and get some’.
That cup of coffee and cream tasted especially nice and I continued to savour the moment long after my cup was empty How is customer service or care achieved? It is not easily achieved.
It takes time to establish. It requires investment and training to deliver consistent standards across the board and a willingness to implement that training.
Customer Service/care is at the heart of all successful companies. It can help you develop a loyal customer base and improve relationships with your customers.
I told the senior barista that I would share my experience with my network. His next action was to upgrade my regular size cup to Grande!
Please share your examples of Good Customer Service/Care in the comments section below.
About Cornel Sampson
Helping UK Businesses MAKE MONEY and SAVE MONEY on rates they pay to the bank for taking payments by Debit/Credit Cards
Helping Retailers and service providers to take payments by debit/credit cards face to face or online – Saving up-to 40% in Fees & Charges
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