Over the last few weeks, I’ve been thinking a lot about the importance of customer service. Is it really important? To whom is it important? Do employees at all levels – from the coffee counter to the C-level executive suites – really understand what customer service is? Based on some *interesting* experiences I’ve had with businesses large and small over the last few weeks, I have my doubts. I tend to love case studies for their credibility, so I thought I’d share the Portakabin story:
Case Study – Importance of Customer Service
The analysis of Portakabin’s customer service approach would be very useful for anyone in business to read. Pay particular attention to the distinction between the internal and external customers.
“Who’s Your Gladys?” is full of case studies, from real companies who truly “get” the value of customer service. From international airline Singapore Airlines to Preston Wynne Spas, a high-end spa operation in California, business leaders and front-line staff shared their secrets of keeping customers happy.
I espouse that customer service IS important. I’d even say it’s very very important. During challenging economic times, creating and maintaining strong customer relationships – at every level in your company – is critical to success.
What do you think? Do you and your coworkers or employees understand the importance of customer service? What could you do to reinforce its importance to your team?
written by Lori Jo Vest for www.whosyourgladys.com
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