What makes a company successful over the long, long term? What characterizes the service relationship between companies and customers who do business together for decades, even generations? How can your company stay Window pane replacement close to your customers even as times change, technologies change and expectations continually rise? What can you do to improve customer service quality and ensure your company’s future offers are relevant and valuable in the market? One powerful step forward that will improve customer service quality is to explore your customers’ future needs and interests by cultivating Service Encounters of The Third Kind. In these unique encounters, your precious and loyal relationships for the future are built by your words and actions – today. You can improve customer service quality over the long haul by thinking proactively. Let’s start by looking closely at Service Encounters of the First and Second Kinds and how they improve customer service quality. Service Encounters Of The First Kind In Service Encounters of the First Kind, your company approaches the customer with the most basic of all customer service questions: “What do you want (or need)?” Your customer replies with equal simplicity, “I want your product X, by time and […]
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