The most common and deadliest challenge to a company’s reputation is poor customer service. Providing Excellent Customer Service is not just important, it is vital to a company’s customer loyalty and retainership. While many companies think that excellent customer service is as simple as following a phone call script or welcoming customers with a smile, it truly is so much more. And, getting it wrong can cost your big!
In the digital world, customer service has evolved to include, face-to-face, phone and social media communications. Most notable of these are the statistics of social media’s effects on the sharing of a company’s excellent customer service or, the alerting to a company’s poor performance. Known to markets as the “World of Mouth”, social media’s influence can drive customers to the door or to the street quickly.