Selling is one thing: You can probably convince nearly anyone that they have a need or a want that’s related to your product or service. That’s what makes you good at your job in either sales or marketing. But it’s often what comes after the sale—when things go sideways or when your customer or your company trips up a bit—that determines how well your company does going forward, how many new customers it gains, and how many customers come back for a second, third, fourth, or more time. That’s what’s called customer service, and that’s what many companies don’t do very well.
They might not do it well because they haven’t thought about it enough. They don’t have a culture that’s dedicated to getting it right, every time, for the customer. So what do companies that do have a culture of excellent customer service look like, and how do they get it right every time? This graphic offers some worthwhile examples.
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