Jan 14

Back in the old days (the 80s believe it or not), when PCs were called microcomputers, when we used the filofax, not a PDA, and the economy was just coming out of recession (OK, some things don’t change) – I was responsible for a fairly large business to business customer service desk. We ran a small survey amongst staff as part of customer service training to try and identify the top five things that customers looked for.

I still the have resultant chart (in my filofax!) which I offer for anyone to make comment, criticism or use.

CUSTOMERS WANT:

1. The right product, on time

2. Their problem solved

3. Someone to get back to them in a promised timescale

4. Value for money

5. A straightforward answer they could understand

Nothing scientific in this of course, but it’s interesting that back then four of the five were about service, and I suspect it has not changed today.


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