- Is the service your customers receive better or worse than they expect?
- Is the service you provide better or worse than your competitors?
- Do you know if the rates you charge are competitive and are you losing out by over or under charging?
The Secret Service
Tangible elements of customer service are relatively easy to measure but questions such as those given below are more difficult to answer:
- Is the service the customer experienced, better or worse than they expected?
- Is the service you provide better or worse than your competitors?
- Is your rate competitive or are you losing out by over or under charging?
- How do your customers feel they are treated when they visit your company; are they welcomed in a friendly and courteous way?
- Is your customer service as good as you would like it to be - is it consistent across the whole company?
- How loyal are your customers as a result of the service you have given them?
The benefit to you?
High customer service standards mean that many firms actually charge a premium for their services, however, in many ways good customer service can be a zero cost item. Improved customer service is one route to increased profitability.
Repeat business is another key profit maker.
Repeat business comes from ensuring customers are genuinely completely satisfied - and pleasantly surprised by - the quality of your service or product. Repeat sales save unnecessary expenditure on advertising and promotion to attract new customers therefore impacting on your bottom line.
As a thank you for visiting our website, fill in the form and we'll send you a free copy of "10 Top Tips to Great Customer Service".
The Secret Service is a DCM approved organisation and a member of the North East Chamber of Commerce
