Sales are not everything
As any business will tell you sales are critcal. But repeat sales are often down to the quality of the customer experience.
An article from the BBC shows that two thirds of us will not use a company again once we have experienced bad service.
So while many organisation hope to survive the recession and emerge intact the key to ensuring their survival is great customer service.
Adding or Detracting?
It should also be remembered that Customer Service is as much about how you handle the customer experience when things go wrong as it is when things are going well.
So how confident are you that your staff are adding to the customer experience or detracting from it?
If you're not sure, what price the loss of sales or repeat business? more than training and skilling your staff?
Time to invest in your lifeblood?
Tags: Management Development, Customer Experience, SME, Small Business, Leadership, HR, training, Customer Service