What is your definition of customer service?

In an episode of Lipstick Jungle the Good-Fast-Cheap triangle theory was discussed and it got me thinking. According to this theory there are three factors involved in product and / or service delivery – good, fast and cheap – but when you have to make a purchasing decision, you can only pick two. For instance, if you choose good and fast then it will not be cheap. If you pick fast and cheap, the quality will not be good. In my opinion, no matter which two factors you pick you should still receive great customer service. Customer service is not only important to the client in question but plays an important role in the success of any business.

The definition of good customer service differs from person to person and is dependent on personal opinion and standard. There are a few basic rules that a business can follow in order to enhance the level of customer service. Not only can great customer service be a valuable relationship building tool but it will certainly enhance a business’ competitive advantage. Business owners should think about customer service as a type of business insurance. If clients receive great customer service they will not only make use of your business again, but also refer friends and family. Without clients a business cannot exist and it has been proven that it is more cost-effective to retain clients than to acquire new clients.

That being said, customer service is dependant on a business’ employees. The way the phone is answered, how long it takes before emails are responded to and so forth. Our team regard customer service highly and aim to always go the extra mile for our clients. When an agency works as part of a group of consultants on a project it makes things a little bit trickier. Great customer service is dependant on great team work and when one member (or one agency) in a team doesn’t pull its weight the client’s overall impression might not be favourable of the project. Therefore, choose your partners wisely just as you would with potential employees.