Harvard Business School professor John Quelch writes in the HBS Online discussion forum this week on How To Be a Customer. It reinforces the point made in the earlier post on this blog about the customer’s role in getting superior service. To summarise, Quelch suggests five approaches: Continue reading “Harvard Business School suggests how to be a customer”
The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it’s a two-way transaction. Jane writes:
Customer service is traditionally regarded as an attribute of a company: Waitrose provides ‘good’ customer service, an electronics discount store provides ‘bad’ customer service. Equally, however, it is true that customer service is an attribute of the customer. Some people experience good customer service, and others bad, even from the same organisation. Why is this? Continue reading “The customer’s role in superior service”
If you want to lay the foundation for superior customer service then one of the enablers you need to put in place is to make sure people have a basic level of etiquette or good manners.
I was recently on holiday in France and was struck by how French people are conditioned to be polite by comparison with the British. Carry out most transactions – however mundane – and you will be greeted with ‘Bonjour’ at the start and ‘Bon journee’ at the end – that’s the equivalent of ‘Good day’ and ‘Have a nice day’ to book-end the interaction. Continue reading “Basic etiquette: the foundation for superior service”