Remote Customer Service

I have heard of personnel having the title, Head of Customer Service but an emerging title is Remote Customer Service.  In today’s world, we as customers want the convenience to buy at our leisure, – buy online, palmtop, by phone, in store etc.  No matter which method we choose, we still want to be treated as customers right from the greeting, the soft skills to the sales process – the ease and speed of transaction, etc.

This information came from a fascinating talk from the John Lewis Head of Remote Customer Service.  They are a company whose results have been on a high in comparison with others in the retail sector, so their viewpoint is worthy of note.

Competitive edge amongst existing customers is based on having the right products, with those products at the front of the mind of the customer, in stock and available at the time the customer wants to buy, at a price which they are happy to pay, – and of course all topped off with a smile and a thank you very much for your custom!!

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