During To Market’s customer service training courses, one of the sessions features asking the delegates what THEY like and dislike about customer service when they are a customer. After all they’re the professionals and they ought to know !

Collecting all these ideas over the last few years, they’ve now been distilled down into over 100 tips, which fit into 10 key categories. These have then been used as the basis for the 3 pack audio set on customer service available through us at http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=17

And the key point – the main thing – the most important element of customer service – the very single thing you most need to remember is ………………………… (trumpet fanfare)

KEEP YOUR CUSTOMER INFORMED.

If you’re looking into something for them, or you’ve got their product in for repair, or they’re waiting for an answer from you, make sure you set yourself a time limit for when you’ll get back to them. And then make sure you do it. You’ll find they appreciate it – always !

Because although you know you’ve not forgotten them and that you’re still waiting on an answer from Pete or Sarah or whoever, they don’t know that. They may assume you’ve forgotten, or more importantly they simply won’t know what to think.

So keep them informed at least daily if that is appropriate.

This entry was posted on Thursday, November 20th, 2008 at 2:06 pm and is filed under Customer Service training CDs . You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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