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6 steps to better service

You know customer service is essential to your operation; still, you might be surprised by just how important it is to customers
By Lauren Carter
Published: May 14, 2015
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Recently, I had a complaint about a massive telemarketing company. So, I did what consumers do these days: I took it to Twitter. My irritation didn’t really make a dent in a sea of promotional tweets and other perturbed customers venting their outrage—but if this had been a smaller store with fewer staff, my complaint would have echoed across the Internet.
Customers, like me, have high expectations nowadays. We demand great value, a large selection of products, various ways of interacting with our favorite brands and, of course, we want the people on the other end of the phone or the other side of the sales counter to actually care about us and our needs. If they don’t seem to be concerned about us when we’re upset, they might not actually hear about it except by the loss of our patronage and that of others who were influenced by complaints.
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