Why is customer service so important?
Brother Paul Camarillo spoke to Professor Al-Muntasir's class on teh importance of customer service.
Growing up Paul saw first-hand how his mother ran a small business. He noticed how his mother made sure she knew how to speak with her customers so she could effectively sell her products to them. Customer service entails the assistance and advice provided by a company to customers that buy or use its products or services. Paul stated if done correctly, your customer service SHAPES the experience for you customers.
Paul also mentioned that when your customer expectations for your business don't match the reality, negative feedback occurs. All successful businesses are about creating great experiences.
In conclusion Brother Camarillo emphasized his "5 Step Apology Process"
- Say your sorry.
- Clearly state what you did wrong.
- Acknowledge how the receiving party must be feeling.
- Express your sincere regret.
- Promise not to repeat the behavior.