AML Consultancy Ltd
Developing Customer Service
“If we don’t take care of our customers, someone else will”
What do your customers want from you? Are their requirements met? The answer in most organisations is – not quite. When I speak to clients about customer service, I’m always intrigued at how much is spent on the attraction of new clients, compared with the investment in retention and satisfaction of existing clients. And yet, most of these organisations have ‘improve our customer service’ as a goal. Every year. It’s a bit like our New Year resolution of ‘I must get fit’, then never doing anything about it.
Here is the feedback one of my clients received from a valuable new client from the U.S., directly following my customer service training with his team:
“I want to express how expertly the transaction was handled. I have never dealt with your company before and the experience was a pleasant one indeed.”
Not sure who was more delighted – The Sales Director, or the member of staff who received this e-mail!
Give me a call, if you’d like to translate your customer service goal into actions and results this year.