I cannot speak for you, but in my opinion the quality of Customer Service is the key to my doing business with an organization. Maybe not the first time, when I am relying on their advertising or web promises, but when something goes wrong or I need some information, which is when Customer Service comes to the fore.

Often within the few moments of a telephone call we can tell if this is going to be a pleasant experience or not. This of course assumes that we have a number to call and if we do, that it gets answered by a real person.

Customer Service is not rocket science, and as a consultant specializing in this area I have spent an enormous amount of time working with organizations to change and improve current practices. the goal is often to advance the culture, usually by example, in order to develop the skills and atmosphere necessary to be successful.

Never forget, it is easier and more cost effective to keep an existing customer than to attract a new one. This does not mean abandon new sales rather maximize your existing relationships.

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