February 10, 2013
Mrs. Michelle Serino,
President of Express Services, Inc
Everett, MA 02149
Dear Mrs. Serino:
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. What follows is a brief examination into the goals and techniques of, and how we may apply, Personalized Customer Service.
Introduction: When we’re going to offer customers personalized service, we're letting ...view middle of the document...
When we call the toll-free numbers all they seem to know about us is our account number or maybe not even that, and if we have to call a second time about the same subject, it’s like starting all over again. The human factor is the real challenge for large companies in providing meaningful personalized customer service. But for our business it is not the case. Customers who feel they are treated as individuals are more satisfied with their experience and more inclined to remain loyal. Loyal customers buy more, purchase more often, cost less to serve, and have higher retention rates. Loyal customers are very good for business.
February 10, 2013
Creating Personalized Customer Service doesn’t really take much creativity to provide this level of service to our customers. We just have to take their point of view. What do they expect? How do they want to be treated? When we determine what is expected of our office to meet their needs. Don’t just provide the minimal levels of service; exceed them at every level of the customer experience.
Other big businesses provide this service as follows:
A. 24/7 Service, the internet is the city that never sleeps. Customers can find you 24 hours a day, 7 days a week and when they have a question, they don’t want to wait. If your business has phone number on the web, it had better pick up.
B. Automate as much as possible and make it easy to find information about the products or services you offer. Giving customers the ability to help themselves takes a lot of the sales pressure off and let’s them make a decision in their own time.
C. Implement a customer first atmosphere among your employees and make sure they are following through.
But all these steps do not create an environment of personalized customer service. However, we can provide this kind of...