As a customer, I know what it’s like to be on the customers side of the counter. You want to turn over your hard earned money for goods or services. You are then confronted with attitude, rudeness and utter disregard for just how hard you have worked for your dollar. Either the service is slow and the quality of the goods are poor, or worse the company you are patronizing rigidly enforces poor policies for handling customer issues.
As a business owner I realize the cost of poor service. Poor service decreases impulse purchases, leads to a reduction in repeat business, causes lack of referrals and negatively impacts customer relationships. When you are trying to build a business in a competitive market each of these are critical to your success. In an environment where customers have a dozen or more purchase options it is imperative that great care be taken to build your business.
How are you doing at building your business with customer service? Consider how you would handle the following customer interactions:
(1) A customer purchased a $10 item and now wants to return it. Your policy is no refunds. This a customer who has shopped your establishment...
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