Good customer service delivery

Good customer service delivery is composed of some simple elements. What behaviour helps to ensure great customer service?

Responsiveness – when we get an email from a prospective client, current client (or former client), we respond as soon as possible; usually within the same business day.
Conciseness – when we communicate with a client by telephone, email or in person, we are always aware that the language we speak is often industrial jargon to the client; thus we attempt to interact succinctly and in the simplest of terms so the client will understand.
Loyalty – the probably is high that we can retain a client for the life of our business if we treat her with kindness and respect. We are the servant! Yes, I use that word purposely because the truth is: the client is handing over her hard-earned money for us to serve her. We should do whatever it takes to make her happy!
Gratitude – we are only in business because our clients put their trust in us. We must be thankful: for the client puts food on our table! Whenever we get payment on a client invoice, we email the client and thank her.
Transparency – the client should rarely have negative surprises from us. No matter what, she should be fully informed as to our terms of engagement, privacy policy, special deals and possible outcomes of our usability and marketing actions. Of course, we are happy to provide positive surprises such as better results than were promised.

Good customer service is quite simple to provide if we have the mindset to consistently deliver.

Come on, Kiwis, get onto it.

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