This was the question discussed at the East Cork Soho Solo networking meeting held in Midleton this morning. And of course it does. As our guest speaker Eleanor O’Kelly-Lynch from Golden Apple Training so aptly said “it’s the difference between scraping a living and making a living!”
Eleanor covered three main points:-
- Customer service – does it matter?
- What is good customer service?
- Complaining customers
Businesses have to deliver great service in order to beat the competition and the survival rule is to exceed the customer’s expectations. As consumers we all expect good service however frequently we are over promised and then under delivered. I’m sure we will all admit to our own faults when it comes to customer service: being late at responding to a customer’s email perhaps? However as Eleanor reminded us, the customer notices everything and we cannot allow ourselves to become complacent.
I think everyone at the meeting agreed that this was an extremely worthwhile presentation. So thanks Eleanor for an informative, well delivered and entertaining talk. We loved the props…….even if you did loose the gold dust!
