The customer is king. It is a well-known saying which many companies have taken very seriously. In this economy it is not only necessary for survival but can also become a competitive advantage. It not only provides the necessary feedback for the company, but it also further enhances customer satisfaction. A great example of this is Zappos who are known for their exceptionalcustomer service. In the following video the representative of Zappos is briefly interviewed in which he explains the following:
The top 3:
- Be available: don’t hide the contact information, make it easily available
- Truly listen: train your personnel well enough for them not to need a script but use their own judgment to help customers.
- Do not fully automize: this is the opportunity to gain undivided attention from the customer, use it wisely