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Service can make or break a customer

Posted on April 7, 2011February 4, 2019 by dcadmin

Take a few seconds and remember the last time you had great customer service. It’s easier to remember the bad customer service experiences we have, but try to remember a good one. What was the situation? And why was it so memorable?

There are a few times that stick out in my mind. Once, I had been charged and shipped the product for an order I had canceled. I angrily marched into the physical store, but without comment beyond asking me why I was returning the product, the employee refunded my money immediately. I left calm and satisfied, and have since done business with that company many times since.

Another time, I got a letter from a running store I’d purchased something or other at. I’d just completed my first marathon and the letter congratulated me and told me to come by the store for a free pair of gloves. I was blown away by that — that they’d taken the time to compare the list of finishers against their list of customers — and reward us for our loyalty. I’ve buy most of my running supplies there exclusively, now.

DBusiness.com has a column about some other ways to offer great customer service — use the customer’s name, avoid cliches, and, like in my second story above, continue the relationship after the sale is complete. Small things make a satisfied customer, and a satisfied customer is a repeat customer.

This post is brought to you by the good folks at Dale Carnegie Training of Michigan, providers of professional development and management development courses and information in Michigan. We would love to connect with you on Facebook and Twitter @MarkWillDCT.

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