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Best Practices In Customer Service

We can learn a lot by looking at what successful companies do differently to gain their customer service reputations, looking both at what is done well, and the opposite - we can learn from the errors and mistakes of organizations too.

In this section we'll look at best practices in customer service.

One caution. Generally, it's not possible to copy or emulate what another company does, because your company is NOT that company. So, for example, you might want to emulate Zappos, a company renowned for its customer service, but the problem is you aren't Zappos, and in essence you can succeed doing what they do unless you ARE them, with their values, culture, personnel, and niche. So with that in mind, let's look at best practices in customer service.

Looking At Customer Service Best Practices

The Customer Is Always Right! - by Derek Stockley
This article discusses the importance of good communication skills for service providers. A real-life example is examined to provide a memorable communication lesson between a customer and a service provider. (Added: 4-May-2006 Hits: 913 )

Going Beyond Customer Satisfaction - by Dr. John T. Self
There are significant differences between a satisfied customer and a loyal customer. Read about the differences noted by the author. Think about how you can turn those satisfied customers into loyal customers. (Added: 14-Dec-2004 Hits: 1626 )

Your Two Customer Service Questions - by Patricia Fripp, CSP, CPAE
You're already aware, I hope, that each and every employee of your company is a "customer service representative," no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end. pop (Added: 13-Dec-2004 Hits: 4279 )

Entrepreneur: Most valuable players - customer service - by Joshua Kurlantzick
Slashing prices to keep up with the big chains can spell disaster for the average entrepreneur. It's better to stick with what your business does best: offering value-added services. (Added: 6-Mar-2006 Hits: 669 )

How Dell Sells on the Web - by Lisa Chadderdon
It's no secret that Dell Computer Corp. sells lots of PCs on the Web. But what's the secret of its success? How it builds relationships with its online customers. (Added: 7-Mar-2005 Hits: 720 )

Top Ten Tips for Outstanding Customer Service - by Martin Haworth
Remember the 80:20 rule? You may not get everything perfectly right, but getting most right will be much, much better than the majority of your competition. These Top Ten Tips for Customer Service will get you well on the way. pop (Added: 18-Jan-2005 Hits: 10601 )

New Rules: Why Values Beat Value - by Alan M. Webber
What do your customers really want? In an interview, Ryan Mathews, coauthor of the forthcoming book "The Myth of Excellence," offers some surprising answers. Forget the lowest price or the biggest discount. Show a little respect -- and tell the truth. (Added: 7-Mar-2005 Hits: 997 )

Envirosell Tells How We Sell - by Keith H. Hammonds
If shopping is the great American indoor sport, why isn't it more fun? Why isn't it easier? Why isn't it better? Paco Underhill, founder of Envirosell Inc., decodes the secrets of retail design to explain the rules behind how we shop. (Added: 7-Mar-2005 Hits: 479 )

How To Improve Customer Service At Little Cost To You | Customer Service Experience - by Glenn Ross
Drawing from customer experiences at World of Coke, the author presents some suggestions for low cost things that can be done to improve the customer experience. (Added: 13-Jul-2007 Hits: 1012 )

Passion and Focus - by Dr. John T. Self
Selective service in the service industry can only lead to the downfall of the company that supports that negative culture. How do you ensure that your company does not fall prey to that sort of selective service mentality? Read this article for advice and tips. (Added: 14-Dec-2004 Hits: 662 )

How to Add Value to Customer Relationships - by Craig Woirhaye
An organization is truly customer driven when it properly manages information, makes that information available to the right people, and trains its staff to use that to build relationship value. pop (Added: 10-Apr-2006 Hits: 4107 )

Microsoft With Regards To Blogging And Customer Service - by Jenna McGregor
Robert Scoble, a technical evangelist and active blogger at Microsoft, offers tips and tactics that can help your company thrive and survive on the Web (Added: 8-Mar-2005 Hits: 532 )

Using Your POS Software to Electrify Marketing - by Jeff Haefner
If your company is selling products and services and is using POS software, you'll want to take a look at this article. Plenty of ideas are listed within that will help you stay in contact with your customers and have those customers remain loyal to your business. (Added: 13-Dec-2004 Hits: 508 )

Dorothy Lane Loves Its Customers - by Scott Kirsner
Do you love your best customers so much that you'll fire your lousy customers? Dorothy Lane Markets does. Here's a cutting-edge lesson in service and loyalty from a gutsy grocer in Dayton, Ohio. See how this grocer realized the benefit of loyal customers versus those customers dropping by because of advertised specials. (Added: 2-Mar-2005 Hits: 641 )

The 10 Best (and 10 Worst) Companies for Customer Service - by CRM lowdown
It's probably not scientific but here's a shot at listing the top ten and 10 worst companies in terms of customer service. (Added: 11-Jul-2007 Hits: 823 )

The Case for Customer Management - by n/a
Do companies which manage customers well actually achieve better business performance than those which do not? This is answered by listing some essential principles of customer management in the form of questions. Take a look and if you can answer yes to each question, your company is in good customer service form. (Added: 7-Dec-2004 Hits: 761 )

The Customer Is Always Right - by Dr. John T. Self
A hard and fast rule to follow for good customer service is to assume the customer is always telling the truth. The author discusses the importance of having each and every one of your employees serving customers follow this directive. Customer satisfaction is guaranteed. (Added: 14-Dec-2004 Hits: 2161 )

The Inspector - by Norm Brodsky
CEO Norm Brodsky argues that pride is the most powerful force in your business. Here's a look at how business owners stimulated pride -- and a companywide obsession in customer service, in the process. (Added: 10-Apr-2006 Hits: 592 )

Customer Service Value Propositions - by Keith H. Hammonds
The five propositions that strategists David Bovet and Joseph Martha say help companies create value for their customers. (Added: 20-Mar-2005 Hits: 1175 )

5 Questions to Help You Understand Your Customer - by George Rodriguez
Do you know why it is important to understand your customer? Of course the answer is so that you can improve your customer service. There are, according to this article, 5 questions to pose that will help you understand your customer. The result can only be the ability to provide excellent customer service. (Added: 18-Jan-2005 Hits: 2187 )