Dan, this is how i think any one man/small business should work on customer service. Where i think customer service mainly fails is where the company gets bigger and expectations are not properly communicated to all levels of staff, in a way that they understand it properly. For example i by default took my outlook on customer service because i had come from my own business that i knew what i needed to do to ensure the customer was happy. But a lot of retail sales people do not have this grounding and just think they have to make sales for as many dollars as they can, which often ends up back firing on them.
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