Great customer service is about attitude, care and respect of customers. Technology and processes only help deliver and monitor it.
Over the last 10 years we made many of the common mistakes that can be made: not returning calls, slow to respond, losing customer requests, mixing priorities, you name it.
We, as a company, strive to improve our customer service constantly. When we do not hit customer expectations, we review what went wrong and fix the problem. Our team at Das Keyboard (Metadot has four products including Mojo Helpdesk), is getting pretty good at it (link).
We now want to share the improvements we have implemented in a series of tips.
Very often we forget that great customer service does not start by rolling out the latest whizzbang technology but with low-tech, common sense rules and behaviors. Therefore, our first 5 tips are going to be low-tech tips that your company can implement instantly if they see fit. Stay tuned.