The best form of customer service is self-service. Constantly empower customers to get their own answers themselves. Let's take most of the money we would've spent on paid advertising and paid marketing and instead of spending it on that, invest it in the customer experience/customer service and then let our customers do the marketing for us through the word of mouth.
The basics of business is to stay as close as possible to your customers, understand their behavior, their preferences and their purchasing patterns.
The purpose of a business is to create a customer who creates customers. Your most unhappy customers are your greatest source of learning. Customer service is everything and anything that touches a customer directly or indirectly. Customer service means servicing customers and it's so much more than just solving problems or addressing complaints.
Your talent and the right opportunities open the first few doors, but your attitude opens the rest. Laughter is timeless. Imagination has no age. And dreams are forever.
The customer's perception is your reality. Clear content, simple navigation, and answers to customer questions have the biggest impact on business value. "There is only one boss: the customer. And he can fire everybody in the company from the chairman all the way down, simply by spending his money somewhere else"- Sam Walton, Founder of Walmart.
Customer service is not a department, it's everyone's job. It's decisions made and actions taken that prove that the customer commitment is real and not lip service. Please and thank you are still magic words. Building a good customer experience does not happen by accident. It happens by design. "If people believe they share values with a company, they will stay loyal to the brand.
Nuggets by the CEO, KELMA FARM AND ORCHARD Mr Kelvin Mbiti
MWINGI TIMES for timely and authoritative news.
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