Contributed by David Fowler, VP, INetU
What Is The Number One Key To Customer Service Success? Customer service can be a company’s biggest strength, or its ultimate downfall. The number one key to success can be summed up in a single word: Communication. Too often, businesses make the mistake of communicating poorly with their customers – whether by making themselves too difficult to reach, or ignoring complaints, regardless of how big or small they may seem. They can also get bogged down in industry terminology or other nuances that a customer won’t understand and may cause frustration or be misinterpreted.
The important thing to remember is that it’s about your customers’ lives and their business…not yours. Making them feel heard and responding to their thoughts with care and action are vital. Discuss and set expectations and then meet or exceed them. If for some reason that’s not possible, ensure you’re openly communicating the problems and discussing solutions with your customer.
By following this key to success, INetU has garnered a loyal and enthusiastic customer base, and has also achieved the highest 3rd-party certified Net Promoter Score (NPS) in the cloud hosting industry – putting us in the ranks of top customer service brands such as Nordstrom and Amazon.