6 Ways to Improve Your Customer Service
Then — and this one blows me away — about a week later I got a package from GameHouse with a different version of Monopoly inside. Also inside was a handwritten card thanking me “for my patience” signed by Kristy with the note: “A little gift for all your troubles.” My son loves it, and everywhere I go (including a lecture I did last week) I tell of my exceptional customer service experience with GameHouse. With this in mind, I offer up some useful pointers.
6 Customer Service Takeaways
- I sent my “You Lost Me There” article to Kristy, who said she'd pass it up the food chain. I hope GameHouse heeds my advice and makes it easier for customers to be served by adding a prominent phone number to its website. I’m not sure everybody will use Twitter like I did, however, meaning the potential for a negative customer service experience is present.
- I was also quite surprised by how seamless the customer service experience can be without “traditional” contact methods being in play. As a “stone age” customer, once I adapted I was happy again.
- Serve your customers in all channels. Social media is having a dramatic impact as a customer service tool; customers will self-select the channel of their choice.
- Exceptional customer service can (and should) be the rule in all channels — online and offline.
- If your customer service isn't exceptional, expect to see negative reviews expressed publicly. Also expect to see bad customer service stories spread virally. Had I not been totally satisfied by the work of Kristy and her team, this column would have read very differently.
- Upset customers can easily be turned into advocates with proper service. Today’s angry customer is tomorrow’s best customer.
Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.