Good Customer Services

Two shops on the same street in Kumasi sell the same phone at the same price. In the first, the assistant hands over the box and turns to the next customer. In the second, the assistant asks what the phone is mainly for, points out that the model on the shelf above holds its charge longer for the same money, sets up the email account at the counter, writes a number on the receipt to call if anything goes wrong, and says come back in a week and we will check it is running properly. Both shops made one sale today. Only one of them has any idea what will happen next year.

This lesson is about the difference between those two counters and what it is worth in money. You will learn the three methods of good service the specification names, work out why keeping an existing customer is so much cheaper than finding a new one, put a figure on what a dissatisfied customer actually costs, and see how websites, e-commerce and social media have changed customer service from something that happened in a shop into something that happens in public, at any hour, where everyone can read it.