Carlos Arámbula

BrainTrust Query: An Inconvenient Truth About Bad Customer Service

July 6, 2010

FROM RETAILWIRE:
Bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction. Surprisingly, very few companies turn these negative situations around and improve their customer service position. Is it possible for retailers to create the impression of caring for customers through specific actions?      [more...]

It is absolutely possible to give customers the impression of superior customer service. Moreover, consumers will be willing to spend more for those touches. The bar is set so low these days that small modifications in employee behavior will pay dividends for any retailer or service provider.

I like the suggestion offered in the article. While it can be difficult to get employees to buy into the superior customer services (especially if they are earning close to minimum wage), a trained path to purchase makes the actions organic to the employees and appear effortless to consumers.