CHAPTER 2

Customer Service

You are in the customer service business,

to provide goods and services to satisfy desired customers,

so that they will continue to use you and refer you to others.

Customer Service Is the Business You Are in

Without customer service you have no business. Whether you believe your customer service is good, bad, or indifferent, it can always be improved. Outstanding customer service doesn’t need to be a cost center, but rather a profit center that develops a quality customer base that pays huge dividends in customer loyalty, repeat business, and referrals—that results in increased real profits.

Purpose of Excellent Customer Service

The purpose of excellent customer service is to determine how you and your business can ...

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