My 2015 Customer Service Wish List

My 2015 Customer Service Wish List

A new year brings resolutions and wish lists and here are my wishes for customer service in 2015:

  1. When someone answers the phone or greets me in a store, they welcome me, just like they would welcome me into their home.
  2. If I call Customer Service and am put on hold, I am given the estimated wait time with an additional option of calling me back.
  3. Whenever I have a question, don’t tell me “no” or  “can’t.” Rather, let me know how you can help.
  4. When I go into a store or restaurant, every employee gives me his/her full attention. That means not being on a cell phone or talking with a co-worker.
  5. Check-out counters are sufficiently staffed so the wait is no longer than five minutes. If I have to wait, an associate will make eye contact, say hello and tell me that he/she will be with me soon.
  6. I will never receive another email that says, “Do not reply.”
  7. When I give a company my email address, I will not receive emails every day or even every week.
  8. Customer service representatives will not only be friendly, but able to educate me about products and services.
  9. I will be noticed and acknowledged either as a regular or first time customer.
  10. Companies will do something to show that my business still matters days or weeks after I purchase something.

What wishes do you have for better customer service in 2015?

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About the Author ()

Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies amassing the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business, was released in February, 2016.

Comments (1)

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  1. Great list, Richard!
    I want to add “Please don’t ask me if I want to open a credit card and save 5%” every time I visit your store. Educate me on the benefits by having signage or info readily available but the question gets very old, very quickly. It’s also a missed opportunity for the sales associate to authentically engage the customer.