The Best Way to Guarantee Great Customer Service

We’ve all had bad customer service. ⠀
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Where it’s very obvious that the goal of this customer service person or department is to stall, deny, begrudge, and finally, to the few who persist, offer some cost-saving or “make it right” proposition even though it cost you more time or energy. ⠀
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So how do you guarantee great customer service …… by changing feelings, not the facts. ⠀
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I own a small business #marketingagency and we’re not perfect. We mess up and get things wrong at times but when we do we take ownership of the facts. ⠀
The facts might be the investment was incorrect in the proposal, or an email was missed, or the website project took 2 days longer than projected. ⠀
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We own the facts but then focus on changing the feelings. We discuss process improvements, personnel changes, communication touchpoints, increased collaboration, etc. ⠀
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We understand that our client is usually seeking validation, support, and a path to feeling the way they did when we let them down.⠀
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The best measurement of customer service is whether, after the interaction, the customer would recommend you to a friend. ⠀
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#customersupport #customerservice #marketingstrategy #marketing #business