While howls of protest over poor customer service continue to fill the air, there remain some businesses that manage to consistently deliver superior customer service year in and year out. These are the places where turbo-charged employees pursue customer delight with a passion, places that ignite a flashpoint of contagious enthusiasm in employees and customers alike.
Foremost among the lessons to be learned from such flashpoint businesses are the blunders to avoid - those fatal mistakes that trip up just about everybody else.
- First Blunder: making customer service a training issue. Businesses of all kinds invest huge amounts in training programs that do not - and simply cannot - work.
- Second Blunder: blaming poor service on employee demotivation. Businesses looking for ways to motivate their workers are almost always looking in the wrong places.
- Third Blunder: using customer feedback to uncover what's wrong. Businesses often use surveys and other feedback mechanisms to get to the causes of customer problems and complaints.
- Fourth Blunder: reserving top recognition for splashy recoveries.
- Fifth Blunder: competing on price. It's one of the most common (and most costly) mistakes in business.
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