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“People who don’t feel like they’re part of the bigger picture, who feel like a small cog in a big machine, are not willing to go the extra mile.” Not every business can afford to shower staff with generous pay and benefits, but not every business has to.Small companies, says Mc Cartney, can show “intense interest” in employees, in their welfare, their families, and their future — what Mc Cartney calls the family model.That way employees are highlighting processes that hinder the delivery of excellent customer service while improving customer service delivery at the same time.says, “The best salespeople spend 80 percent of their time listening, not talking,” says Marc Willson, a retail and restaurant consultant for the Virginia SBDC network.



A ‘can do attitude’ needs to be instilled in staff right at the outset while empowering customer service staff to engage in activities that resolve the problem while highlighting to management any processes that hinder resolution.’ Obviously, during my life, I have had many good experiences of customer services and some pretty dire ones.The reason for writing this blog is that recently, I dealt with three organisations that should have excelled at customer service but in reality, they failed in their promise to provide even the basic levels of customer service.Phrases such as “How can I help,” “I don’t know, but I will find out,” and “I will keep you updated” let customers know that their needs will be met.

It also will demonstrate a willingness to find a solution to any problem and a commitment to communicate with the customer.

I have debated whether to play the ‘name and shame’ game but that just wouldn’t be me.



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