6 October 2014

There’s no doubt about it; the British economy is the most buoyant it’s been in years. As consumers, we have rediscovered our appetite for spending and, not only that, but we are more demanding and discerning. With the advancements in technology, it doesn’t surprise me that people expect more from the businesses they interact with. It should be keeping us all on our toes, yet I’m willing to bet there are people reading this who have – very recently – had to endure some pretty terrible customer service.

WebThis week is National Customer Service Week – a great time to reflect on how shifts in consumer expectation and the role of social media influence the whole issue of customer service.

People are a lot more likely to share a bad experience than a good one, and whilst it might be nicer the other way round, it means that businesses do have to raise the bar in order to stand out (for the right reasons). Twitter means that customers can open up a very public narrative with businesses about their interactions so investing in the customer service is common sense. If you don’t, it could ruin your brand’s reputation. You might have a great product, but so might your competitor. How well you treat people could be the difference between them staying with you or leaving for pastures new.

In my experience, one of the most important elements for getting customer service right is how well you look after your employees. I remember an employee of one well-known brand apologising to me for the poor customer service I’d received by telling me that they’d all just received a pay cut and morale was low. No wonder I felt the same way. Emotions can be contagious!

As a business, it’s so important to make that link between employee wellbeing and customer service. When you look after your team and make them feel valued, they do the same for your clients. What’s the best customer service you’ve ever received? Let’s start sharing the positive, not the negative!

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