Fast, reliable, efficient and effective customer service can be the difference between your company being a winner or loser in today's highly competitive marketplace. I knew that when I opened a retail store in 2008. By 2013, we were one of the largest single-location stores of its kind in the country. And if you asked our customers what they liked best about us, the top answer you would get was, "great customer service."
I had the opportunity to moderate a panel on improving efficiency at a customer service summit hosted by the Incite Group here in New York last week. While I don't normally speak specifically on customer service, I was the CEO of a wholesale distribution company and electronics retail superstore for over 28 years. For me, customer service was always a top priority, so I was able to contribute to the topic from a retailer's point of view.
Joining me on the panel were Dan Touchette, director of product at Bitly, and Jeff Stephenson, senior director of customer service at Warner Music Group. We were a diverse group of panelists: retail and distribution, internet service and entertainment. But, interestingly enough, the ideas and strategies that contribute to great customer service weere similar across our verticals.
Here are 10 of the best power tips we shared with the customer service professionals at the summit