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8 Secrets of Providing Exceptional Service

Part of the Competitive Strategy For Dummies Cheat Sheet (UK Edition)

The quality and value of the services that you provide are important considerations. To acquire – and retain – customers and clients, you need to provide exceptional service to them. Here is a selection of great ways to do so:

  • Check that you know how quickly, well and completely your organisation is serving customers and clients.

  • Ensure that you have all points of access – including the Internet – open and available when customers need and want to use them.

  • If you have customer complaints, make sure that you find out what happened – and put it right regardless of the answer you discover.

  • Remind your staff that they’re expected to serve customers and clients – fully, pleasantly, positively, expertly and to the best of their ability.

  • Always deliver what you promise.

  • Never make promises that you can’t keep.

  • Remember: a satisfied customer tells nobody of his or her satisfaction; a dissatisfied customer tells everyone.

  • Always look for ways of improving your customer service.

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