Posted on 22 February 2013 by Adrian Mather – Comments (0)
Keeping your customers happy is one of the most fundamental - and sometimes challenging - parts of running a business. But how do you ensure that you keep your standards of customer service high? Here are some of our favourite examples of forward-thinking businesses that went above and beyond for their customers - and reaped the benefits.
Speak your customer’s language
To understand your customers’ needs, you have to be in tune with the way they think and be able to communicate with them. This twitter conversation between mobile phone giant O2’s support team and a potentially unhappy customer - which was all conducted in London slang - is a nice example of the unusual, but effective, ways businesses can connect with their audience.
Listen to the little guy
It’s important to listen to and consider every piece of customer feedback you receive, regardless of who it comes from. Supermarket chain Sainsburys’ response to a 3-year-old girl questioning the description of their tiger bread - and their subsequent renaming of the product - shows how listening to even the smallest feedback can yield a lot of goodwill.
Don’t be afraid of sincerity
Sometimes, there’s a worry that good customer service can come across as gimmicky and insincere. But heartfelt, genuine actions can be really powerful - this example of empathetic service by Southwest Airlines to the grandparents of a murdered child is a genuinely moving story and shows just what a difference a few simple actions can make.
Go the extra mile
Do you find it hard to offer more than the standard service to your customers? Then check out this story of a US steakhouse that responded to a customer’s tongue-in-cheek tweet by meeting him at the airport and presenting him with a steak dinner. Or check out how Lego goes out of its way to show kindness to young fans who send letters to its customer service department.
Is there an awesome example of great customer service that you think we’ve missed? Hit us up on twitter or leave a comment and let us now. And have a great weekend!
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