Make Marketing History

The views of a marketing deviant.

Monday, August 17, 2009

Customer Service By The Book.

I walked into the sneaker store. Within seconds, an assistant asked if he could help me. My response was to point out that I had just arrived and might need his assiatnce shortly.

The timing of when you address your customers is arguably even more important than what you say. Good customer service takes that into account. Regimented customer service manuals do not.

6 Comments:

Blogger Chris said...

Does 'Can I help you?' ever mean anything other than 'leave this shop immediately!'?

8:07 AM, August 17, 2009  
Blogger john dodds said...

It's the wrong question. At the wrong time. And a yes/no answer.

1:15 PM, August 17, 2009  
OpenID anguswhines said...

Yet it happens in 90% of shops. And shits me to tears.

4:46 PM, August 17, 2009  
Blogger john dodds said...

Exactly Angus, and the people who insist on their staff doing that must surely have the same reaction when they are on the receiving end.

Putting yourself truly in your customers' shoes is marketing job one.

3:20 AM, August 18, 2009  
Blogger Rob @ Cynic said...

You're right of course ... and there's something to be said about reminding people of the basics ... but you're better than this Mr Dodds, and this is coming from someone who writes shit blog posts every day of his poxy life.

11:44 PM, August 18, 2009  
Blogger john dodds said...

But the point is that the basics are not being performed in the majority of cases (see Angus's comment).

12:11 AM, August 19, 2009  

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