Being able to readily speak with a LIVE customer representative on the phone instead of slogging through multiple numeric choices or otherwise being directed to a website for self-service has become a true luxury today.
It is actually surprising to us that more companies do not cut right to the chase with a real person instantly available like in days gone by. It certainly can be a brand differentiator within a product or service category. The good will and word-of-mouth advertising alone would more than pay for itself.
Last week we needed a new iPhone and wanted to trade one of our phones in. Fortunately, we have an Apple Store here in Santa Barbara where the service is always spectacular. In less than 20 minutes we had a new phone up and running and we were out the door (with a sizable, on-the- spot credit for the trade in). WOW!!!
Not everyone has an Apple Store in their town. But, Apple’s phone customer service is equally as good. We just needed to save some extra time and trade-in steps. Apple is the “Apple of Our Eyes” a true benchmark for what excellent customer service can be.
Excellent customer service is by far our #1 criteria when it comes to choosing vendors. What is yours?
Note: The Dreamstime picture above is art by an unknown artist on the outside wall of a building in Watters Creek at Montgomery Farm in the City of Allen, Texas. Watters Creek is a 52 acre development with nationally-renowned retailers, local boutiques, golf courses, offices, high end residential lofts, restaurants, sculptures and artwork. It includes a village green and running creek.
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