If you want to understand customer service that brings customers back in a never ending stream, take yourself off to Wimbledon for a day!
Missing is the ‘fridge’ process approach to customer service – ‘How did I do? – Can you give me feedback? – How satisfied are you? – having held on the phone for 5 long minutes, being told your call is important and then being passed to another continent!
Present is the ‘friendly’ approach to customer service, – understanding that customers are there to be looked after, to spend money, to tell their friends and return. ‘Let me help you, – ‘let’s see what we can do for you’, – ‘would you mind just standing over here please’.
The genuine smiles and little quips from the teams that are made up of volunteers, youngsters and from staff who are standing all day behind counters all day serving coffees, burgers, and of course Pimms at ‘eye watering’ prices!!
It may seem old fashioned but this event has been a world beater decade after decade, so it is traditional and also contemporary. Lots of companies could learn a lot and see that excellence in customer service adds to revenue and the customer does not mind paying a little extra for a warm and friendly welcome. Hope Andy does it today!!!!
For more information on customer service contacts e mail russ@rfm.co.uk