Good Customer Service

This white paper examines the subtle distinctions between not only good customer service and poor customer service but also between the acceptable and the extraordinary. It takes an objective look at various real life experiences and situations where the quality of customer service either falls short or surpasses expectations. Using a variety of sources, some common skills required for the success those in the customer service industry are highlighted. Additional resources for more information on how to improve customer retention are also provided.

Companies that maintain the highest standards for customer service in a variety of industries are identified. Also, those companies on the opposite end of the spectrum are revealed. The concept of "the customer is always right" is questioned. The ways in which a customer can personally sabotage himself when dealing with customer service are explored. Conversely, in keeping with this idea, things that customers can do to ease their dealings with customer service are also discussed.