It's Not Rocket Science! The Key to Determining if Your Company Gives Great Service

I have done a lot of research lately about the customer service experience. The prevailing idea that it all boils down to is:

Providing great customer service is nothing more than treating others as you wish to be treated.

That seems simple enough. No great technical breakthrough, just plain old good manners and the desire to help. But how do you know if this is happening at your company?

In a word (well, two): Mystery Shopper.

That's right. Just like people are hired to sneak around retail stores spying on everything, you need to be a Mystery Shopper at your company.

* Try using the company website. Is it easy to use? What could be improved?

* Try to purchase something through the same channels available to your customers. Good, bad, or indifferent?

* Call in to your own customer support line and see how the agent you get treats you. Not only that, go sit in customer service and listen into phone calls for a few hours. Check out the emails customer service receives. Do anything you can think of to find out first hand how it feels to be a customer for your own company.

You can't fix what you don't know is broken. Define the problems. Find the solutions. Do this all over again in 3-6 months to see if anything is different.

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