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Make a customer for life – not just for Christmas
7 December 2011
Make a customer for life – not just for Christmas
Depending on the nature of your business, Christmas could be the very time to cash in on all that extra spending and bag yourself some new customers.
That being the case, it’s more important than ever to offer really good customer service – deliver your goods on time, in perfect condition and with a smile. Customer service training for frontline members of your team will really help bring in those orders and retain loyalty, not just from your new customers but your existing client base. So here are a couple of cautionary Christmas tales, where customer service skills would have come in very handy.
Tale One:
Poor Brooke Rarity, aged four, wanted to see Santa. Father Christmas arrived in town on a Coca-Cola truck, to park up at a Morrisons store, and promptly told the tot that he had put her on his ‘naughty list’. Probably meant as a joke, but poor little Brooke didn’t see the funny side – this Santa didn’t quite get it right for his customer. A little customer service awareness wouldn’t have gone amiss.
Tale Two:
Redcar and Cleveland Council’s gift to its customers (i.e. residents) living in Dunsdale – one limp and lifeless Christmas tree, whose string of lights were sturdier that its spindly branches. The council had to come and remove it.
Of course putting customer complaints right, dealing with them quickly and effectively is all part of customer service. Take a look here and judge for yourself as to whether the person planting the tree in the first place understood the brand values of their organization…
Customer Service Answers
Getting the vast majority of staff to buy into the brand values and to understand emotionally and intellectually how the business is meant to operate underpins to whole essence of Customer Service. Those attitudes and conceptual models have to be absorbed first before training can deliver sustainable behaviour change. If you have an ambition to improve customer relations, so increasing sales, customer retention and profitability then you are welcome to get in touch – but if not, we promise not to put you on the naughty list..!
