Strategic Customer Service

Good customer service is the lifeline of any company which seeks to establish meaningful relationships with its customers. Customer service has a tremendous effect on customers’ attitudes toward a company, repeat business and referrals are usually a result of good customer service.

In his Book Strategic Customer Service, John A. Goodman emphasizes the importance of treating customers well and having a clearly defined customer service offer. He emphasizes that Customer service should be the hallmark of every organisation if it wants to transform its fortunes.

He states that customer service culture should be imbibed from top management to the lower levels. Every staff member within the company must be well versed in how the company treats its customers.

Research has found out that service is a great differentiator for any serious business, as it is not easily replicated, service is a culture, its like the DNA of the company. If you are a manager or aspiring to run your own business, this book will open your mind and help you take your customer care initiatives to a new level.

Happy Reading!!!!!