A group at MIT held a series of workshops about customer service, and their meeting notes contains some very good ideas for improving how your business deals with its customers.
For example, here’s a partial list of examples of good customer service:
- quick response to request or complain
- damage control: trying to make the best out of a situation that is mostly out of the hands of those providing the service
- dumb it down: describing technical/complicated processes in layman’s terms
- lots of information and frequently/ providing updates on issues or situations
- good signage/directions/ instructions
- advance notice/ planning/ anticipating needs
- putting customer needs before what you are doing
- timely and convenient
- really listening/ tuning in
via Kirsten Osolind.
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