Today I offer a few interesting perspectives on customer service.
“The role of customer service is to mitigate disloyalty by reducing customer effort .” –Matthew Dixon
Interesting perspective. Customer service involves making it easier for the customer to transact business. Let’s look at a few examples.
An issue of Southwest magazine carried an article about computer magnate Michael Dell. Dell explained the success of his company. He believes he and his employees are successful and will continue to be successful because of their unique relationships with their customers He said,” As long as we continue to pay heed to what our customers tell us they want, and deliver products and services that are meaningful to them, and that deliver superior value, we will continue to be successful.”