Thursday, May 22, 2014

Is good customer service a thing of the past?

Kelli Nesbitt,
Customer Service Manager
In our drive-through, fast-paced society, everything from gas stations to grocery stores has become self-service. The personal touch is disappearing all around us. That is why the way you treat your customers on the phone or through email can set you apart from your competition.

At the beginning of my career, I watched a video called "In search of excellence."  It discussed Disney World's customer service goals and how they strive to make every person's visit an unforgettable experience and not just a vacation.

It is important as a customer service professional to provide your customers with a worthwhile experience, and not just another transaction. Here are just a few ways you can provide outstanding service:
  • Respond quickly. A quick response to any inquiry will give you credibility as well as ease your customer's stress.
  • Be friendly and personable. You are the window into your company. How you treat your customer affects their buying decisions and reflects on your entire company.
  • Follow-up. If someone is interested in your product and you've sent them information, set a time to briefly speak with them to see if they need further information.
Good customer service doesn't have to be a thing of the past. With a smile and a little bit of patience, we can bring back that personal touch.

This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at

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