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Customer service is a really interesting topic in the modern world with outsource call centres, voicemail and touch phones where you spend 25 minutes trying to get through to the right person or in fact never getting through to the right person. I think it is a real untapped opportunity, because the frustration that you get with the customers in the modern world is quite astonishing. I remember speaking with John McGrath of McGrath Real Estate. John has successfully penetrated the market of real estate and he said one of the things that he did well was simply just being average. He was just giving normal customer service, nothing outstanding. You just have to be better than everyone else. In a lot of markets, customer service is really not that good.

So, if you can be exceptional at customer service, you may find it is a really powerful tool.

Firstly, it can be a critical difference in the sales process. The way you behave and interact in servicing your prospects is just as important as how you service your customers.

Your levels of service can also determine whether a customer comes back for more. We all know how finding new customers is difficult.

So, you want to keep your existing customers and get more. Good customer service is a great way to do this and and it can be one of your most powerful marketing arms as well. We spend heaps and heaps of money on marketing and it is well known that word of mouth is one of the most powerful elements. If you can get people to think good things about your company, for you to be outstanding in something and doing things that no one else is doing, and you'll find that this can be one of your best marketing arms.

So I've got some questions here that would help us to get the right thing. And just remember, if you're bad it does spread like wildfire, so make sure you put a priority. For me, it is a little bit of a personal mission because I do feel that it is really going in a way that is acceptable anymore; we are used in not having our phone calls answered now, we're used to emails not being replied and I just think it makes everything a lot more difficult when communication falls over.

So, these are some of the questions I've got on the website.

How can you ensure prompt service to your clients every time?

What kinds of timeframes are acceptable to people?

If you put 24 hours response, how do you make sure that happens?

How do you ensure persona; but cost effective client service?

You might want to have excellent customer service but how do you make sure it is cost effective.

How do you ensure that customer service is present throughout your organisation. This is not just about the support offers, but this is about every single person in your organization. Having that customer service mentality is vital because you never know who people speak to in the organization, how that affects your business and it can be much more dramatic than you might think.

The final thing is how do to ensure you're truly connecting with your customers and working with them at a level which really connects with them and makes them feel happy to work with you as a business.

So, customer service I think is a great opportunity. I certainly look out for people and work with people who I actually value the way they treat me. And if people start not responding to emails or my phone calls, are not doing as they say they're going to do, then that is a great way for me to tell them whether I want to work with that party or not going forward.

So, there we go, customer service. I hope you enjoyed this small discussion on the importance of customer service.

Thanks for watching and remember to check out our awesome blog at www.improveyourbusinesssuccess.com. Have a great day.