Customers Need Excellent Service
Food, shelter, clothing—these are what every human being needs to live a decent life. Considered as man’s basic rights, these three ingredients give man nourishment, protection, and decency, respectively.
As a business owner, you likewise have an obligation to provide for your customers’ needs. Apart from giving them quality products and services, they need to have something more to make their purchase worthwhile. They need security, convenience, and total peace of mind whether they use your web site to buy online or an placing orders via a 24/7 order taking customer service.
Your customer contact center, for instance, must be accessible to them at all times. What good is a call center hotline that’s always busy? Moreover, you need to make that telephone menu as comprehensive, yet as simple as possible. Don’t make life harder for a client who’s flustered about his “seemingly broken” new computer.
Speaking of making things simple, it would likewise be a good idea to make warranty claims as simple as possible. Remind your customer service agents (whether telephone reps or store front liners) to avoid too much powerplay or red tape. And if the latter is the problem, you might want to rethink your policies while you’re at it.
Of course, any customer needs to have peace of mind about their latest purchase, even if it’s a small box of chocolates. So provide a warranty period, if possible. This may even be as simple as avoiding the “no return, no exchange” policy we see all too often. So meet your customers’ needs. It’s their basic right.
