The secret to a loyal customer base is no secret at all: Great
customer service will bring them back every time. Here’s what you need
to know.
Whether it’s a bored demeanor, a dismissive look or just plain rude
behavior, sloppy customer service spells disaster faster than just about
any other business transgression. People complain about bad customer
service with the same level of vitriol usually reserved for taxes and
presidential elections.
But bad customer service is no joke. According to Micah Solomon,
customer service consultant and author of ”High-Tech, High-Touch
Customer Service,” it can kill your reputation and devastate your bottom
line. But here’s the thing: It can also spell opportunity for savvy
business owners looking for a way to differentiate themselves from the
competition.
We live in an age where a business can thrive or die based on how it
understands and approaches customer engagement. In an article on Small Business Computing, Solomon says there are three groups of people who determine whether or not customers do business with you.
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