Make Marketing History

The views of a marketing deviant.

Tuesday, September 18, 2007

10 Questions About Your Customer Service Approach.

Do you focus on fulfilling all your customers’ actual needs or do you have one eye on cross-selling opportunities?

Do you acknowledge and listen to your customers or do you harass and broadcast to them?

Do you provide clear, expert guidance or do you obfuscate and confuse?

Do you concentrate on perfecting a great product/service or do you focus on fancy packaging and added extras (as defined by you)?

Do you offer the opportunity for conversation or do you insist on one?

Do you cut the superfluous or do you cut costs?

Do you truly value what you’re offering or do you emphasise price?

Do you admit errors and recognise changing behaviours or do you do things like you always have?

Do you answer the phone quickly or do you submit customers to a lengthy and generic filtering quiz at their expense?

Do you think long-term relationship or do you take the money and run?


Anonymous Anonymous said...

I don't really like the 2nd option in your questions.. however isn't it how most companies ( industrial) thinks ?

11:29 AM, September 18, 2007  
Blogger kaylen said...

long-term relationship or money and run...

kind of black and white, don't you think? what about having a satisfying but shorter-term romancing. not every consumer wants a life partner. man i'm glad those aren't the only options for real relationships...

1:35 PM, September 18, 2007  
Anonymous Anonymous said...

Great post - there's material in there for about, erm 10 posts.

I'd emphasise the empathy that you should have for your customers. Do you know your customers, and on what basis they make decisions, too.

1:38 PM, September 18, 2007  
Blogger Mark McGuinness said...

Sadly, I think the people who need to answer those questions aren't likely to be reading marketing blogs.

3:39 PM, September 18, 2007  
Anonymous Anonymous said...

it is hard to dismiss the need to aggressively generate revenue. I've experienced some terrible cold shouldering when sales are not closed. until sales can be better measured than dollar value.

12:13 PM, September 22, 2007  
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