Customer First: 101 Practical Ways to Improve Service Levels

Author: Cui Lixin
Publisher:
Publish Date: 2003-05-01
Features: Customer service, committed to exceeding customer expectations. If you do this, you will be on the right path to success and profitability. In short, "Customer First - 101 Practical Methods to Improve Service Levels" helps you better understand and recognize customer expectations, providing and elaborating on simple suggestions that can help all businesses exceed these expectations and achieve higher returns. Includes 20 bonus tips that will make your customers remember you.
Author's Note: I am passionate about customer service. I have found that excellent customer service is enjoyable, and I strive for such results. On the other hand, I have found that poor customer service is frustrating, yet I see several cases of it every day. In my mind, businesses that do not care much about their customer service approach are far less likely to succeed and grow compared to those that provide high-level customer service. I love patronizing businesses that surprise me with their exceptional service. Every time I interact with these businesses—by phone, online, letter, or in person—I can’t help but praise their customer service on the spot.
From my observation, over the years, we have become accustomed to receiving average-level service. So when someone truly provides outstanding service, we cannot overlook it. Businesses that are committed to customer service always build a large loyal customer base. These businesses grow through word-of-mouth, and their customers stand by them through thick and thin. Similarly, how many times have you sat down with friends and complained about a store that provided shocking service? As customers, we all spread the word about the poor treatment we’ve received from stores. Today, more than ever, we rely on recommendations from friends before deciding where to spend our hard-earned money.
As owners and operators, we all have the opportunity to provide outstanding customer service, but it’s not just about the staff who serve customers—it also involves time, energy, and the heartfelt commitment of everyone. I believe that in any field or industry, the best way to build a profitable business is to wholeheartedly commit to providing the highest level of customer service. This book will explain how to achieve this goal. It doesn’t require a lot of money or a lot of time—all it requires is a firm belief in the value of customer service and its crucial role in the future success of a business.