A conversation on Customer Service

Customer Service is the new marketing

This is a very insightful conversation on customer service.

• Customers have a greater voice than ever before , thanks to the Internet.
  
• This is frightening and a great opportunity for companies. 
  
• Customers could either act as evangelists or destroy your reputation online.
  
• The companies that dedicate more resources to customer service are better off. (Apple, Nordstorm)
• The old rule was customer avoidance: Closing customer tickets, shorter the call the better, etc.
• The biggest challenge is for companies to be open and transparent.
• Today transactions are a give and take, a back and forth.
• Apologise for your mistakes and reach out to fix the problem.