If you come up against someone in your organization who claims the investment required to deliver superior customer service and a world-class customer experience is too expensive, ask them how much they paid on marketing, advertising, and sales efforts this past year. Or to skimp on the customer service training provided to the employees who will be working with your customers and building–or detracting from–your company’s reputation. [My thoughts on the right–and wrong–way to go about customer service training here.] To a shortsighted manager or a so-called activist shareholder, the investment required to develop and nurture a customer service culture looks expensive. The reality is that winning and retaining customers through great service is one of the only true bargains around.

Source: Forbes November 03, 2018 16:18 UTC