What Really Is Good Customer Service?
Wednesday, August 1st, 2007Most retailers would agree customer service could use some improvement. The problem lies in determining what constitutes good customer service and how to provide it.
With so many retailers selling the same merchandise at similar price points, customer service remains an excellent way to for a retailer to stand out in the crowd. But how can retailers determine what the customer really wants?
According to J.C. Penney chairman and chief executive Mike Ullman, “Southwest Airlines has never been considered a full service airline, but it has a high delivery on it promise. It has high customer satisfaction because it fulfills its promise. [In retail], if the register doesn’t work, it doesn’t matter how friendly the person is. If the price isn’t right, the restroom isn’t clean and the dressing room isn’t tidy, these are all disqualifiers.”
