very best service

Customer watch

2012-01-31T16:22:00.000Z

At all times, it is crucial that your customer watch is in place. If your customers are in need of simple advice or find themselves in serious difficulty, you should be at hand, ready to provide immediate assistance. This will prevent a situation from deteriorating and causing irreparable damage. If successful, a rapid intervention will contribute to the establishment of a real bond which could last a lifetime. So, who is watching over your customers right now?

Customer service innovation

2012-01-16T17:28:00.000Z

Customer service innovation has become increasingly valuable as a way to differentiate from the competition and avoid an all-out price war. The challenge for companies is to determine to what extent the service innovations should be radical and if they are not a re-hatched copy of what someone has done before, are they achievable? To succeed management needs to be daring yet make sure that every element has been perfectly assessed and calculated so that the newly built process stays in place for many years to come. Are you brave enough to have a go?

Customer service: take the helicopter view

2012-01-03T17:55:00.007Z

Your understanding of the environment where your company offers its business services will be crucial in determining the success of your operation. What are the constraints?
Where do the customers come from and what will be their state of mind when they finally reach you? Taking an helicopter view can often be useful to understand these factors and help you define the broad parameters before focusing on the details of your service delivery

Picture courtesy of Claire Boyles with our thanks - http://www.success-matters.com/

Bread and butter customer service

2011-12-08T16:19:00.005Z

Is it the end of bread and butter service? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers.
These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers. As a result they develop a bargain hunting instinct whereby they wait for heavy promotional periods and sales during which they are prepared to buy at what they believe is a fair price. In turn, such behaviour leads retailers to invest in yet more marketing tools to game the system and increase prices so that they can be better discounted later. Complicated and confusing. So wouldn't it be better to adopt a simpler approach, cut out the fuss and make sure that the service delivery to clients is of quality but simple enough so that it does not take too much value away from the product.

Picture courtesy of Peter's Yard with our thanks

Preparation for customer service

2011-11-28T10:59:00.004Z

Preparation for customer service: for many companies, the next client is only a number, a customer record who happened to place an order for product xyz at a given time during the day.
But it is not at all the same thing when you look at it from the clients' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend. After such a build up, when the big moment arrives, the client wants everything to be perfect and certainly expects the customer service to run like clockwork throughout the buying process from order till delivery and installation. So please make sure that your customer service teams are ready, it is a big day for your customers

Picture courtesy of Academy Marquees with our thanks

Vultures are circling

2011-11-19T12:09:00.003Z

Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction.
However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base? A tell-tale sign might be when your competition starts talking about your company's poor performance. Indeed if your customer service delivery starts to deteriorate they might pick it up early by listening to stories told by new customers or employees who have decided to jump ship. At that stage your competitors' behaviour might become more competitive and, feeling that there is an opportunity, they might start circling around.

Reach out to customers

2011-11-02T13:27:00.002Z

Even when you have that horrible feeling that you are too far apart to resolve a customer service issue, you have to make an effort and build those bridges to reach out to your customers. The rewards can be long lasting even if the initial investment may seem unreasonable

Customer service: should you employ humans or robots? (guest blogger)

2011-10-23T15:17:00.005+01:00

I recently called in to my cell phone provider’s customer service line to inquire about a discrepancy on my bill. The gentleman was curteous, but towards the end of our conversation, he turned into what sounded like a robot, obviously going quickly over a script that he had probably said dozens of times before.
I have spoken to many customer service agents before from other companies, and I understand that they all have their scripts to say, but this gentleman in particular caught me for a loop because he really did sound like a robot. So, the next time you’re talking to a customer on the phone, remember that you’re a person, not a robot.

by Maria Palma who blogs at People to People Service

Offer good customer service to your suppliers

2011-10-10T15:59:00.007+01:00

In order to find a supplier, retain it and obtain a good performance, wouldn't it be appropriate to offer them your best customer service?
In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation. In those situations, are you sure that you did not have a part to play in it? Was your order complete? Did your read the small print? Were your specs accurate? Did you change your mind? Did you pay in time? All these elements can easily disrupt the service you and your customers ultimately receive. There are many benefits in having loyal suppliers and sharing your success with them so next time you pass an order, make sure you offer them a good service too.

Picture courtesy of PeterStephens Photography and with approval from http://devoniain.blogspot.com/ with our thanks

Chief Service Officer

2011-10-08T15:25:00.005+01:00

Should your c-suite include a Chief Service Officer?

The ongoing financial crisis has put additional pressure on companies which have to work hard to attract new customers. But are you doing enough to retain your existing ones? Isn't it time for your customer service officer to have a sit at the top table and claim a fair share of the company resources?

Do you have a customer engagement strategy?

2011-10-06T13:52:00.005+01:00

What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place.
The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers. This investment is often done during working hours, at vast expenses for companies. Unfortunately, the work force has become increasingly mobile and when an employee walks away it can leave a big void. From the company point of view this can mark a time when customer engagement stops abruptly. The clients expect better though and a refined customer engagement strategy will ensure that they do not end up disappointed.

Picture courtesy of Harriet Kelsall Jewellery Design with our thanks

Does your customer service run like clockwork?

2011-09-20T15:10:00.003+01:00

Does your customer service run like clockwork? It needs to be reliable, accurate, adapt to various conditions, from cold showers to intense heat, and above all give the answer that the customer is looking for. But here comes the challenge: it has to be delivered in a personal manner, it can not be mechanical but can look good. In the way a watch can become a piece of jewellery, if you manage to bring all the pieces together, not only will you have delivered a service fit for purpose but also a superior customer experience

Picture courtesy of http://www.bremont.com/ with our thanks

Are your customer relations as sweet as vinegar?

2011-09-13T18:16:00.003+01:00

The world of fine food has evolved dramatically over the past few years and preconceived ideas have been challenged by the introduction of new products such as sweet vinegars for example. In many companies customer service has long been a synonym of complaints and sour client relations. As a result it has attracted a lot of bad press. With the concerted effort of all concerned in enterprises the customer service department could instead become the sweet spot, the place where clients loyalty is built and reinforced at any opportunity. In order to improve their standing, do make sure that your customer service executives introduce that little drop of sweetness in all their dealings with clients.

Photo credits: “Copyright RFB Photography" with our thanks to Womersley Fruit and Herb Vinegars

Customer service tips

2011-09-08T12:15:00.004+01:00

Treat your customers the way you would like to be treated;

Integrate your customer service with your marketing effort, making it a value-added activity;

Pull your weight as good customer service requires dedication and,

Stand out to make sure your efforts are noticed

Picture courtesy of Hargreaves Plants with our thanks

Customer service employees: have they come out of their shell?

2011-09-06T18:33:00.005+01:00

As your customer service employees return from their summer holidays, do make sure that the benefits of a relaxing time on the beach is being felt by your clients. Is the outlook of your customer service employees changing? Have they come out of their shell? They should be given more of a free rein to resolve customers issues and problems before they fall back into their well-worn customer service old habits. Whilst procedures and discipline should not be overlooked, an empowered customer service workforce is very likely to be more enthusiastic and able to deploy its skills more effectively.

Customer service email

2011-09-01T23:41:00.002+01:00

With regards to customer service email there is just one simple piece of advice: do answer the emails from your clients and don't let them sit in your computer's inbox for too long. There is nothing more frustrating for a customer than waiting for an answer which never comes - and by the way, make sure you reply to your [potential] suppliers too, making it one your top customer service qualities

Customer service success

2011-08-05T16:37:00.001+01:00

Customer service success should be celebrated. Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work. If your organisation is successfully delivering its customer service strategy it is critical that the teams responsible are properly thanked and rewarded in the same way as sales and marketing teams are. The benefits of a successful customer relationship management strategy are well known but often under-stated. Isn't it time to adopt a new approach?

Customer service: learn to bend the rules

2011-07-22T18:02:00.005+01:00

Customer service is often about excelling in the the delivery of rigid processes and procedures. Developed over many years through the accumulated work of thousands of senior executives, this approach certainly appears rock solid and unbreakable. However, leaning on the experience and wisdom of the older generations, we are convinced that a little flexibility has some good. Should you not try to widen your employees' customer service skills by teaching them how to bend the rules?

Does customer service improve with age?

2011-06-30T17:39:00.004+01:00

Can the passage of time improve customer service? Some wines have the ability to get better with age but let us not forget that they need to be kept in perfect condition, monitored to assess their balance and sometimes remedial action needs to be taken. Customer service presents a similar degree of complexity to the extent that the environment can change rapidly and everyone's taste can be substantially different. Time can help to bed down procedures, to perfect the training of employees and better understand customer needs. But, as for wine, there will come a time when quality starts to deteriorate. Rather than wait, it is preferable to design new service standards and celebrate their implementation with a deserved glass of the said wine rather than see it being wasted.

Picture courtesy of Riedel, the Wine Glass Company, with our thanks

Customer service: Stand out from the crowd

2011-06-24T10:16:00.002+01:00

Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated... Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity. This is especially true if we suddenly discover that we stand out for the wrong reason in which case the company reputation is under threat and remedial action must be taken as a matter of urgency

Picture courtesy of Peter Stevens with our thanks - http://www.flickr.com/photos/pedrostephano/

Shadow customer service

2011-06-16T19:13:00.002+01:00

So much effort is being deployed on customer service design that it becomes nearly impossible for individuals to be themselves. The rule books, the scripts, the do's and don'ts mean that at best the modern customer service company executive is a shadow of himself. Unsurprisingly this plethora of procedures can often be counter-productive as clients feel that their interlocutor is not acting in a natural or genuine way. It can also provide plenty of ammunitions for the customer service officer to be obstructive rather than helpful - "computer says no!" or "this is against our policy" become frequently used sentences. More worrisomely this often leads to poor levels of job satisfaction which rapidly result in poor customer service. So, make sure your employees do not turn into customer service shadows.

Picture courtesy of Wise Marketing with our thanks

Be versed in customer service

2011-06-07T17:06:00.002+01:00

Be Versed in Good Service

For really top service beyond all compare,

You have to let customers know that you care,

Right from first contact, the seeds will be sown,

So take time to smile when you pick up the phone,

Be professional, courteous, clear and concise,

When talking of colour, delivery and price,

Don't rush through your work, or do jobs on the cheap,

And don't make a promise you know you can't keep,

If a customer phones, and is feeling uptight,

Do all that you can to make every thing right,

Sympathise, listen, and let them explain,

You can turn things around, so they'll come back again,

Customer service is just like a poem,

If it's good you will smile, if it's bad you'll just groan.

©Jan Jack’s Perfect Verse 2011

http://www.perfectverse.co.uk/

Customer farming

2011-05-31T15:40:00.002+01:00

The farming community knows a thing or two about delivering real results despite unpredictable and changing market conditions. The parallels which exist between agriculture and customer service and marketing are not used enough and yet they could assist in the design and delivery of a clear customer-focused strategy. Chose the best food to grow, select the crops, prepare the soil, plant the seeds, use (or not) fertilizers, provide water when needed, harvest, select, calibrate, taste, store... Wouldn't it be great if our local farmers could engage in workshops to develop these simple concepts and help us adapt them to the way we handle customers. Unfortunately they are far too busy producing tangible results.....the first lesson maybe?

Picture courtesy of http://www.berryscrumptious.co.uk with our thanks

Customer service skills: what kind of animal are YOU?

2011-05-24T17:13:00.012+01:00

Irrespective of our actual customer service skills, many of us have an opinion about how customer service should be and what to do in order to deliver good customer service. However intuitive this may be, one should take a step back and see what we can learn from our recent experience. One of the best learning point is to reflect on how we individually behaved when someone complained about our own level of service. What were our customer service attributes? Did we become defensive? Scared? Opinionated? Aggressive? Rude? Cheeky? Suddenly the customer was not right any more, was he? Wouldn't it be worth writing down our own customer service skills set and reading it again before complaining about others?

Customer service delivery: spinning the wheel of fortune?

2011-05-09T15:29:00.005+01:00

Delivering good customer service should not be like spinning the Wheel of Fortune. Companies have to find a way to make sure that customers win at all times. It might require educating clients and make them appreciate the value of all prizes. Above all, they should not leave disappointed and certainly not feel as if they were victims of the luck of the draw.

The future of customer service

2011-05-02T17:55:00.004+01:00

The world is moving so rapidly under the influence of technology that it is very hard to predict what customer service will look like in 100 years time. Two questions arise: what view do we have of customer service practices from 100 years ago? Did the expression "customer service" even exist? And more interestingly how will today's customer service skills withstand the test of time?

customer service and social media: mix the old and the new

2011-03-29T16:11:00.007+01:00

With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor. "Would you kindly come to my office Sir/Madam?" aka " Let us deal with this off-line". Nothing new. Companies which are able to mix the well established customer service skills with the new technology-based tools will excel and dominate the new world of social media customer service.

Customer service: storm coming in

2011-03-09T16:35:00.008Z

A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble. It requires patience and a humble attitude but the outcome is almost always favourable. Next time a client storm is brewing, chose the right course

Picture courtesy of http://lilackitty.deviantart.com/ with our thanks

Customer experience: the odd one out

2011-03-03T12:21:00.005Z

Does your customer experience need to be personalised? Actually, customers do not often want to be treated in an individual way. Many customers share a sense of fairness and are happy to be handled like everyone else. But make no mistake, if a client feels that he or she is the odd one out and is receiving below par service, it won't be long before the complaints start flying in.

Picture courtesy of http://lilackitty.deviantart.com/ with our thanks

Customer service online: make sure it is not frosty

2011-02-27T16:49:00.004Z

The development of online customer service delivery has made it more difficult to establish warm relationships with customers. A new challenge facing customer service training is to ensure that despite the lack of direct human contact, customer service representatives are able to engage with customers, develop a personal contact and above all that the relationships do not become frosty, especially on social media channels where it is witnessed by millions.

Picture courtesy of http://lilackitty.deviantart.com/ with our thanks

Top customer service

2011-02-21T12:19:00.002Z

There is simply no alternative. In terms of customer service, companies should always aim for the top. But, very importantly, always chose the easiest route and make sure that you do not take risks that could endanger the whole enterprise. Ultimately, a puff of smoke might even signal total customer satisfaction...

Customer service should not be an uphill struggle

2011-02-10T18:23:00.009Z

Delivering customer service should not be an uphill struggle. With the right customer service attributes, a pinch of training, a good dose of determination and above all a sense of achievement when reaching the ultimate goal, customer service becomes a pleasant experience. The result will be a much better panorama from the summit: high level of customer satisfaction and many happy employees.

Picture courtesy of http://lilackitty.deviantart.com/ with our thanks

Customer service: avoid cheesy lines

2011-02-05T15:48:00.005Z

In customer service, even when you work in a restaurant, hospitality or the food industry, cheesy lines are best avoided. Irrespective of your own customer service definition, this simple notion should be included in all customer service training programmes

Picture courtesy of Imaging Essence with our thanks

Know your client .... intimately?

2011-01-27T10:12:00.017Z

Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers.

But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.

Picture courtesy of Ashford Daly Photography with our thanks -

Customer service definition

2011-01-20T18:14:00.016Z

How do you define customer service?

Customer service definition: how to define good customer service is not an easy task. Numerous procedures, books and manuals illustrate the many attempts made at coming up with the best customer service definition. This definition is then applied to the business environment in an attempt to define a rigid framework for customer service. However, whilst some rules are important to safeguard the customers and the companies interest, more emphasis should be placed on creating the right environment for employees, thereby vastly improving their job satisfaction. With a touch of training to shape their customer service skills, staff with the right attitude will do wonders.

Customer service: relationship management

2010-12-20T19:04:00.015Z

For better or for worse... Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term....

Picture courtesy of CocoonPhotography with our thanks -

Customer service examples

2010-12-19T23:42:00.011Z

Customer service examples: Here are a few quotes by @Thoughtbuddy giving us his take on good customer service:

"For me, an example of @verygoodservice is when the shop assistant walks around from behind the counter/till to hand over your purchase(s)."

"Also think it's @verygoodservice when assistant refers to you by name using details on your payment / loyalty card."

"It's better to take the customer to where the product they're after is on the shelf/rail rather than just give directions."

"A basic: staff engaging in friendly banter with the customer rather than talking to their colleagues/pals."

Thank you Simon

Customer service: giving up is not an option

2010-12-19T18:17:00.005Z

In a harsh climate, companies' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases. So even when it is tough out there, good customer service remains a critical tool to outshine the competition.

Customer service: the social media wave

2010-11-23T10:14:00.008Z

Social media, and Twitter in particular, is being used more and more as a customer service channel. It is attractive for customers as it brings immediacy of contact and from the companies' perspective, if handled carefully, it is a fantastic marketing opportunity: the social networks can provide spectacular word of mouth responses, help considerably with brand awareness and can be a very strong source of recommendations. Will the emerging wave turn into something bigger or simply fade away?

Challenges for social in the long run are multiple: a network like Twitter has a narrow bandwidth for a given company and can only handle a relatively small number of customer interactions at a time. Also it provides very little triage capabilities at the moment and all queries are channelled in one place, it is like having only one email account in the old days. But more concerning is that, as time goes by and the novelty factor fades, the bad practices which we see in real life (bad response time, no response etc) are starting to creep in the social media customer service sphere and this may encourage the general public to go away and try something else.

Picture by verygoodservice.com

Customer service skills: simplicity is key

2010-11-20T18:15:00.011Z

What customer service skills do you really need? Good service, delivered well, will always win the day. The rule book should establish the basic customer service definition: for a restaurant, this can be as simple as a bottle of (cold) water and a couple of glasses on every table. Much of the perception about the quality of service, however, will be determined by the service skills, factors such as the human interaction between the customer and staff... Assuming that the quality of the product is beyond reproach and not over priced, if the staff attitude is good, the overall service assessment will be positive, irrespective of its level of sophistication.

Picture by verygoodservice.com

Bridging the gap in customer service

2010-11-10T16:52:00.008Z

A major challenge for service companies is to bridge the gap between customer expectations and service provision. This is actually extremely difficult to achieve as there is little reward for over delivery when the expectation is low but potential for a massive back-clash when the service levels are judged to be insufficient in the eyes of customers. This may result in a dramatic misallocation of resources which can cost companies much in terms of lost sales. The solution has to be to think hard about the service design, to relax rigid procedures and to introduce flexibility in the customer service provision by placing more reliance on employees.

Picture courtesy of Matt Rhodes with our thanks - http://twitter.com/#!/mattrhodes

Invest in customer service to cut the waste

2010-10-26T17:04:00.015+01:00

The Department for Environment, Food and Rural Affairs has published amazing statistics about the amount of food and drinks wasted every year in the UK. The total avoidable waste represents £12 bn a year according to the Waste and Resources Action Programme. In your business, can you quantify the waste directly attributable to poor customer service? And, more importantly what is needed to capture this enormous source of added productivity?

Picture courtesy of WRAP with our thanks

Customer service excellence: does the client perspective matter?

2010-08-06T13:12:00.020+01:00

The client will drive the score in customer satisfaction survey and he/she will decide whether to remain loyal and recommend the company. From the company point of view the same metrics will be used to measure customer service performance: whichever way you look at it,

the winner should be the same. Do not hesitate to visit our website for good customer service examples by award-winning companies

Tailored customer service or one size fits all

2010-07-23T11:23:00.009+01:00

One of the challenges when defining the attributes of a customer service strategy is to decide whether the approach should be the same for all customers or whether a degree of flexibility is possible. If companies chose to offer a tailored customer service to all, costs are becoming a major issue and the products and services become uncompetitive, unless the client is prepared to pay for it. Interestingly, recent experiences have shown that an award-winning company which claims to offer a very good customer service actually failed to deliver when pushed beyond its normal boundaries. On the other hand, two companies which do not specifically claim to offer a great service actually adapted their standard procedures to accomodate. The difference between these companies is even more striking as one company initially said yes but did not deliver whilst the other two started by saying no but actually came up with the goods. Is it true therefore that companies which say "no" actually have the greatest ability to deliver tailored customer service?

Picture by http://www.verygoodservice.com/

Why is customer service so important?

2010-05-10T01:10:00.019+01:00

We were interviewed by Social Small Biz on the topic. Here is the link to the post:

http://www.socialsmallbiz.com/2010/03/22/why-is-customer-service-so-important/

A lot has already been written about customer service and I will not attempt to give you the full 50 pages answer: that can easily be found in text books. Instead I would like to focus on 3 aspects which all have critical impact on the financial health of a business.The first point is that customer service can be instrumental in managing the price sensitivity of customers. At a time when the economy is struggling and the fiscal pressure is increasing, everyone wants a good deal, but the explosion of voucher sites, discount codes and special sales is disorientating customers. They do not know when to shop, are constantly being moved around by comparator sites and
above all do not necessarily buy what they want to buy and certainly not when they want to buy it.My take is that this will only last a time before people retrench to their favourite product and service providers. They know that they might not necessarily obtain the best cut-down price but it will be a fair price with some guarantee that the product works. Above all they will appreciate being valued as customers and will obtain the service they expect day in and day out.The second aspect is all about stakeholder retention. Our focus here is on two key stakeholders, customers and members of staff but the argument can be extended to many others such as suppliers and shareholders. We all know how difficult and expensive it is to win over a new client and similarly how difficult and expensive it is to recruit and train a new member of staff. The client’s and the employee’s value grows exponentially over time provided the former continues to buy and the later works hard to deliver the products and services. The fate of the two is very likely to be closely linked as good customer service and job satisfaction often work in tandem.Finally good customer service is a fantastic marketing tool. More often than not the cost of delivering good service is considered to be a dispensable administrative expense. Treating customer service as a marketing effort would give an additional sense of purpose to all involved and could be a massive source of new sales for a company. In particular, with the emergence of social media, customer service has genuinely been given a raised profile and can be used as a new marketing channel.

Good customer service attributes (Take 2)

2010-03-06T14:24:00.018Z

Back in September, we thought that a tree was the best way to illustrate the qualities and attributes of customer service. Here is a serious new contender though: serene, calm, collected, elegant on the outside and apparently swimming effortlessly, but peddling frantically below the waterline to make sure that things happen. The other quality that the swan brings to customer service attributes is the ability to transfer knowledge and skills and train the next generation, seamlessly.

We would love to hear your views on what you believe the most important attributes are so please don't hesitate to leave a comment with your top three.

Picture courtesy of http://www.peterstephens.co.uk with our thanks

Good customer service is key to job satisfaction

2010-02-28T18:42:00.007Z

Whilst the focus is very often to reduce costs and offer the minimum service to customers, there is a great source of productivity which is often ignored. Employees who are given the means to offer a good service such as replacement products or ability to alter existing arrangements will not have to deal to the same extent with the wrath of customers and therefore will be much happier and much more committed to their jobs and their employers. Customer service skills and training are clearly important but the explicit policy to deliver good customer service is critical to employees job satisfaction and their attitude will make the real difference in terms of actually improving customer service.

Picture courtesy of Andy Newson with our thanks - http://www.freedigitalphotos.net/images/view_photog.php?photogid=5

Customer service: clients want to have their cake and eat it too

2010-02-07T17:41:00.009Z

It is going to prove increasingly difficult for companies to manage customers' expectations. Consumers are now looking for a fuller set of quality attributes when selecting where to shop and how to obtain customer service. New social media channels are being opened everyday. No-one is prepared to pay to use them yet more and more people expect them to be available. Financing the new service delivery channels will prove to be a challenge as customers will not accept that companies remove the icing on the cake to pay for better customer service.

Picture courtesy of Gower Cottage with our thanks -

Encouraging customer feedback through social media

2010-01-07T09:11:00.014Z

After a long session of surf or for that matter a good or bad customer service occurence, most clients want to share what they experienced. The choice for companies is either to encourage this desire for communication so that it creates the right swell when positive or to put their head in the sand and hope the bad press goes away. Social media is making a two tier system more difficult to organise as the good mixes with the bad. To counter this, some companies are starting to set up dedicated accounts on Twitter for the problem areas such as delivery issues or service outage. But, is this segmentation approach going to succeed by containing the less positive stories or is it a serious threat to the holistic nature of social media?

Picture courtesy of http://www.flickr.com/photos/beachball2007/ with our thanks

Over the moon because of good customer service

2009-12-29T20:23:00.012Z

It is all about setting the right expectations:
"reaching for the moon" is probably too ambitious and "once in a blue moon" does not happen often enough. The attributes of a good customer service programme need to take into account the fact that customers like to know what to expect and do hope to receive more each time.

Picture courtesy of http://www.lukeaddison.com with our thanks

Customer service: the risk of social media fatigue

2009-12-28T13:50:00.011Z

Social media is still a black and white world, customers like it or they don't. Interestingly a shade of gray has appeared recently with a number of social media converts complaining of fatigue and returning to more traditional ways of communication such as handwriting. If the trend setters are already considering a switch away from social media, customer service executives have to consider very carefully their customer relationship management strategy: heavy investment in the new digital marketing world should be matched with proper stocking up of pens and paper.

Picture courtesy of http://www.wearesnook.com/ with our thanks. Snook is a new initiative that service designers Sarah Drummond and Lauren Currie have launched in Scotland.

Making your customers feel welcome

2009-12-17T10:14:00.002Z

Maintaining good customer relationship is all about making customers feel welcome. Even if the door looks good it is much better when it is open.

Picture copyright - The Real Flower Company -http://www.realflowers.co.uk/ with our thanks.

Importance of customer service: seeing the light

2009-11-30T15:11:00.003Z

Customers love their freedom but definitely need guidance and help, thereby making customer relationship management a complex endeavour. If rightly done though, the customer will be guided to the right place and do the right thing: buying multiple products and services

Not prepared to pay for good customer service

2009-11-23T14:30:00.003Z

Customers definitely want companies to understand the importance of good customer service in finance sector and to employ people who have the right skills to deliver. But, with the consequences of the credit crunch still being felt, many customers are down to their last pennies and simply not prepared to pay extra for service. If finance companies want to offer high quality service to some clients (and charge for it) whilst keeping a keenly priced mainstream offering, they should adjust their brand proposition by either offering distinct products and services, potentially under two brands or, more dramatically, by focusing on only one segment of the market.

Picture courtesy of http://moregeous.wordpress.com/ with our thanks

Good customer service: oiling the wheels

2009-11-22T17:05:00.002Z

Delivering good customer service is simply making it easier for clients to achieve what they want, it being buying a product or service, reaching a destination, or simply protecting their well being. Engineers have managed it successfully for centuries. The rule is simple: if you do not oil the wheels, they start squeaking.

Picture courtesy of http://www.elmurphy.co.uk/ with our thanks

Customer service: not taking any chances

2009-11-18T15:18:00.002Z

Should companies take risks when managing customers relationships? There are well documented cases where economic imperatives have forced companies to take short cuts and potentially sacrifice their long term future. Most customers will let it happen once but like falling off a bridge, it is not something that they will want to experience again.

Picture courtesy of http://www.peterstephens.co.uk with our thanks

Monitoring customers' purchasing habits

2009-11-15T11:11:00.003Z

The increased availability of tools to support customer loyalty initiatives can be intrusive and creates threats to privacy in the eyes of customers. They could also be accused to contribute to the creation of a boredom factor. As customers are always presented with their favourite products, shopping for everyday items, tends to become a utility service. How could this mountain of data be used with more imagination to deliver better customer service?

Picture courtesy of http://sophieeggleton.withtank.com/ with our thanks

Good customer service delivery: changes afoot

2009-10-22T14:40:00.005+01:00

With the growth of internet shopping being experienced at the moment, ways of delivering customer service are evolving rapidly. The number of parcels being shipped is increasing exponentially and customers are having to adapt and make different choices for their delivery. A little while ago the main issue was whether the internet based virtual shop was trustworthy. Nowadays the main concern is to choose which organisation can be relied upon to deliver the goods on time. Is delivery becoming a key buying criteria to the extent that good customer service will become known as good service delivery?

Good customer service qualities should include a sense of anticipation

2009-10-20T00:35:00.003+01:00

Good customer service qualities are all about knowing what the customers want and anticipate their needs before they even show up. This will ensure their well-being and a high level of customer satisfaction.
Picture courtesy of http://www.carlpendle.com/ with your thanks.

Good customer service: a lifeline to retain customers?

2009-10-18T17:27:00.002+01:00

Many companies know how to deploy fully fledged customer service but will not because of economic imperatives. A two tier system is often created whereby customers are only offered a good level of service if they threaten to chose another supplier, a clear case of emergency . Customer service executives with the full range of skills are allocated to the retention effort ("we are going to lose this customer unless we do something...") and become the lifeline to retain valuable customers. Does this make sense? If the service was better in the first place, customer retention would not be an issue.

Good customer service skills are increasingly in demand

2009-10-04T23:42:00.003+01:00

A difficult environment makes attracting a new customer more challenging than ever. Existing customers will only return if they have been offered impeccable service or rock bottom prices. Continuous investment in training to improve customer service is required to ensure that the valuable shoppers will not hesitate to come in and start to look around for alternatives.

Picture courtesy of http://orlylyndonphotographer.blogspot.com/ with our thanks

Providing good customer service beyond the high street

2009-09-26T18:39:00.005+01:00

Providing good customer service: with the emergence of a multitude of social media, the delivery of customer service is rapidly transforming through the exploitation of new communication channels. Social media marketing has been used to drive customers to online shops and even high street shops. Interestingly shops are now being used to drive Twitter traffic, thereby enabling opportunities for repetitive contact. Soon we will want to shop through the social media sites and and will go to the shops when we want to socialise...

Picture courtesy of http://www.laurenceborel.com/ with our thanks

Design is a key component of customer service

2009-09-24T21:26:00.004+01:00

Travelling at the back of a plane can be a very frustrating experience but an increased emphasis on design can improve considerably passengers' perception. Should the designers become officially part of the customer service team and ensure that customer service design plays an important role in customer handling?

Picture courtesy of http://blog.rampcreative.com/ with our thanks

Does customer service rely too much on technology?

2009-09-23T22:31:00.003+01:00

These wonderful spreadsheets have been in use for many many years yet they are fast disappearing with the introduction of sophisticated computer programs. Does the customer win as a result of technology improvements? or are we more and more likely to hear the well known answer "computer says no..."

Picture courtesy of http://tikichris.wordpress.com/ with our thanks

Good customer service does not have to be bland

2009-09-12T17:31:00.001+01:00

Whilst communication over the internet and the telephone is reducing in many ways the opportunity to deliver traditional face to face customer service, plenty of industries still have the chance to impress. We would suggest that the adoption of designer labels instead of the traditionally bland outfits would do wonder to please customers. Why not try it with one of our recent favorite pieces from Olivia Rubin?

Picture courtesy of www.oliviarubinlondon.com with our thanks

If customer service fails....

2009-09-10T00:12:00.000+01:00

....it is more likely than not that the company would be facing a storm, and nowhere to escape to.

Picture courtesy of http://www.tracymorter.com/ with our thanks

The attributes of good customer service

2009-09-07T23:58:00.013+01:00

We have been looking for a long time for a picture illustrating good customer service attributes: flexibility, strength, elegance, discretion, respect, attention to detail, changing with the seasons - a tree does it all: it meets our expectations.
Picture courtesy of www.19sixty3.com with our thanks.

customer service blog

2009-09-05T18:40:00.011+01:00

Welcome to the blog of verygoodservice.com - The customer service blog dedicated to companies in London and the whole of the UK offering good products and good customer service.
On this blog we illustrate customer service concept in pictures.
On verygoodservice.com we are looking for the very best companies such as wine merchants, retailers, online shops, travel companies, restaurants....recognised as being the best at what they do and having recently won awards for their products and customer service.
On our good customer service examples blog we feature real life stories from companies listed on our website.