The importance of customer service for our installation service. Has a tradesman, shop or on line outlet ever left you seething? Chances are bad customer service was the cause. A rage-inducing experience can make us swear to never spend money with that third party again whilst excellence examples can secure customers for life!! Customer’s have changing expectations and are more discerning about where customer service can add value. We may not be terribly focused on casual conversation and interaction but we are looking for customer service that helps fulfil our needs. For example last week a potential customer enquired in to the reasons for the poor quality of picture on his recently purchased behemoth 65” OLED TV. He suggested that a new aerial might help. I told him it wasn’t the signal that was the issue just that standard definition on a big screen is rubbish – something that John Lewis or Currys don’t generally mention. Although there was no real resolution to his initial enquiry (excuse the pun) he was joyous to the point of giving me a 5* review on Google as I’d been open and honest and hadn’t ripped him off by installing some expensive piece of apparatus that wouldn’t have corrected the problem. A certain Dr. Bray (who he??) of Bournemouth University has carried out a study in customer behaviour and stated that “only 45% of customers are willing to pay more for a better customer service” and this is because there is an expectation that all businesses should meet a basic level of service(WHICH ? consumer magazine September 2019). Additionally, the erudite Dr. Bray highlighted that customers are likely to warn others about their experiences – 75% would share a positive experience and 83% a negative one. Modern technology and customer service. There’s no denying … Continue reading The Best Customer Service