Principles of customer service
Excellence in customer service is arguably the single most important element in determining your company’s future success or failure. Regardless of the product or service you provide, you are in the business of serving customers.
The CEO/MD must transmit three essential principles to all employees:
- Every function of the company must look at the business through the eyes of the customer.
- Each person in the company must add value on top of the product or service.
- The customer, not the company, determines value.
Building customer loyalty
All too often, companies focus their energies on going after customers and too little effort into building a solid customer base. This short-term strategy usually ends up backfiring on the bottom line. |
