Matt Collins
Matt Collins Matt Collins

OPINION: What's good customer service?

IN LIGHT of many new businesses coming to town, including the news that Bunnings will be opening its doors to South Burnett DIYers by Easter next year, it got me thinking about the need for good customer service.

And exactly what does that term mean, good customer service?

It seems to mean many things to many different people.

Is the customer always right?

I have owned businesses in the past so I get that customers can be needy and not concerned with the fact you're currently looking after six other people.

But to the paying customer, if you can't meet their needs or expectations you can't blame them when they take their hard-earned cash to another business that can.

Money talks, right?

I think treating customers like people instead of as 'another interruption in your day' is a good start.

There are not too many things that get under my skin more than when the retail assistant, who when asked how their day is going, responds with, "It'll be better at 5pm when I knock off".

That to me should be instant dismissal.

But maybe it's worth looking at that situation a little bit deeper.

If the front counter staff aren't happy, what does that say for those higher up the ladder?

Sir Richard Branson says the team should come first because they are the ones who look after the customers.

I think he's right.

I also think there is a huge opportunity for businesses to succeed just by offering exceptional service.

It doesn't have to be that hard.

Do what others do and then do better.

You can't lose when the customer wins.

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