What is Good Customer Service and What Does It Mean To You?

Good customer service should be a top priority because it ensures repeat business..

I grew up in a world where good customer service was everywhere; you went to school with the children of the sales assistants who worked in the local shops, which included the shoe shop, the butchers, bakers, greengrocers, pharmacy, essential clothing and of course the toy shop.

Every birthday involved a trip to the toy shop, and invariable as it was my birthday, I would receive a free Matchbox Doll. I remember getting mumps while getting a pair of new shoes, although I wonder if this is good customer service.

At the time, my mother did not drive, and these local shops were a lifeline because the local towns were an hour’s commute.

I have met some of my best customers in a queue while I order a coffee, wearing my branded top en route to a training event. You see, we are always selling today, whether you work for a company or run your own business.

Technology has changed how we sell and promote our goods and services and, more importantly, how we buy and communicate our sales experiences.

One consistent thing, whether you are a seller or a buyer, is that customer service must remain paramount. No one wants to be on the wrong side of bad customer service, and poor customer feedback can destroy a brand. With the evolution of smartphone technology, your product, service, and reputation are now in the hands of your customers and consumers. Good customer service should be a top priority..

Customer Service For Today

How do you address customer service in the modern sales process? With 80% of sales made without any human interaction, how do you ensure your customer feels seen and respected?

I have three online courses, and this got me thinking: people buy these courses, particularly the ‘Identifying Your Key Messages’ course and in some cases, I have not met the person buying; the first time I interact with them is when I receive an email saying someone has purchased.

While creating the online courses, I focused on improving the consumer journey and learning process. Customer service is central to every interaction I have, and I’ve learned from my mistakes, continually adapting and improving how I treat people. Though I still make mistakes, it’s essential to being human.

My online presence is bolstered by the KVDB website, where I promote my services. I leverage platforms like this blog to showcase my expertise and unique tone of voice. Moreover, I’ve harnessed the power of The Wise Why podcast, a collection of ebooks, and my social media and YouTube channels to share valuable insights and advice, attracting potential clients.

One of the significant changes I’ve implemented is the inclusion of pricing on my website. I understand the importance of transparency in helping people budget and make informed decisions. Moreover, I recognise the value of sharing client testimonials and addressing common questions in building trust and providing a clear picture of what to expect when working with me.

I recognise that today’s sales cycle involves minimal human interaction. Therefore, I aim to make it possible for potential clients to decide to work with me.

Retail Learnings

I don’t particularly enjoy shopping. After several years of working in retail, I realised that I don’t find enjoyment in entering a store and browsing. My shopping habits are shaped by my years of working on the shop floor at Allders, Harrods, and Selfridges. While working on the sales floor, I would try to shop during my lunch breaks, taking a detour through the departments I intended to visit and returning later in the day to make my purchases.

I taught myself to browse and make quick decisions with limited information. Simultaneously, while working in the department stores, I also learned how to treat customers.

Many times, while working in a department store, I would accompany customers from one department to another, assisting them in finding what they were looking for. I would always strive to understand their needs and feelings about shopping and the item(s) they were looking to purchase.

Early on, I noticed that most people experienced a sense of overwhelm while shopping, similar to the overwhelm we feel when searching for goods and services online.

For this reason, I carefully consider the consumer’s journey on my website. I strive to create an experience that mirrors the feeling of interacting with me in person. The photos I select resemble me and aren’t edited to perfection. I showcase my imperfections just as I would in personal interactions.

I aim to make it simple for you to decide whether to work with me or not. I respect your time and, more importantly, want you to feel confident that when you collaborate with me, you will receive the help, support, and understanding you require.

Good customer service is essential for any business, especially in the modern age of online selling and interaction. From the very first contact a potential customer has with your brand, whether through social media, search engines, or in person, it’s important to prioritise your customer making them feel seen and respected.

Additionally, providing clear information about your products or services, showcasing client reviews, and demonstrating appreciation for your customers’ trust are all key elements of fostering a positive customer experience.

By emphasising these aspects and ensuring that the online experience reflects the same level of care and attention as an in-person interaction, businesses can create a strong and trustworthy reputation that resonates with customers.