Customer Service: Old Basics and New Strategies

Customer Service: Old Basics and New Strategies


As companies plan for a more profitable 2013, customer service dominates the playing field.  Organizations in industries that typically receive bad press about their customer service, such as the airline industry, are even more poised to make inroads to improve customer service. For example, US Airways, which received some bad press last year for its service, developed a strategy that includes reaching unhappy customers faster and allotting more staff to answer questions and concerns from customers on Facebook and Twitter.

Other companies, including e-commerce firms, delve deep into policies such as returns, in order to boost sales as well as customer service levels.  These companies increase the amount of time during which returns may be made, and make it easier for customers to find their returns policy online.

As some organizations approach the customer service challenge in new ways, others look to return to the basics of good service that have been underlined customer service efforts for decades. Basic strategies for service include training and retraining associates on communicating in an easy to understand manner, remaining calm with customers, smiling, listening and empathizing with customers.  Perhaps the best combination is developing new approaches while still keeping customer service basics top of mind.

What strategies are you using to improve customer service in 2013? We welcome your comments!

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