Week 1 EOC: Great Customer Service

Good customer service is vital to any business but GREAT customer service is truly what makes a company wildly successful.  It’s the back bone to any company really, without satisfied customers the business will eventually fail.  It is what creates a repeat customer and leads to potential new sales. The actual term itself implies the customer should be ‘satisfied’, but what happens if the customer is not, satisfied? The textbook stated, “Failure to meet needs and expectations results in dissatisfaction with the good or service. ‘ (Lamb 8)  I could not agree more with this statement I think we see this day in and day out in our own experiences and from the experiences our friends and family go through as well.  Once someone is not happy with the service or defected product received, they are unlikely to do business with that company again.  This could also not be more true in this digital age.  With yelp, twitter, Instagram, and facebook a small group of people can single handedly sink the reputation of a company or product based off mere reviews.  Doug Walker once said in Forbes Magazine, “In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away.”  I myself work on an online/print-on-demand Publication, I could not agree more.  This digital age is cut throat we are inundated with options and choice.  Capturing and retaining customers is harder than ever. Companies constantly have to be on top of customer service and constantly innovate to stay on top of problems. Customer service should also be treated as constructive criticism, Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” You can learn so much from the angriest of customers.  You can learn if the product/service needs adjusting.  You basically learn where the company is falling short and although tough to hear it defiantly can only help you build a stronger more customer oriented business.