Why Mindshare? - Glossary

 

Customer Service:

Technically, Customer Service is a composite of all of your interaction (good or bad) with your customers: the help you give (or don't give) your customers leading up to a sale, making the sale, and service and support after the sale. When we speak of Customer Service at Mindshare, we're usually talking about good Customer Service, which we define as a series of activities designed to enhance the level of customer satisfaction. Customer satisfaction has been reached when customers report that they feel that a product or service has met or exceeded their expectations.

A lot can be said about Customer Service, and its ability to influence Customer Retention levels, or (if it's rendered poorly), destroy customer loyalty and create high customer attrition. A good rule of Customer Service is the old standby: " If we don’t take care of our customers, someone else will."

Most customers won't walk up to you and complain. It's too confrontational, and most people avoid that. However, many of your customers will take an anonymous survey, by e-mail or phone. These surveys can give you an honest reading of how your employees are doing at Customer Service. At Mindshare, we will set up automatic survey systems and provide you with reports, strategic analysis, and surveys, all designed to help you create a company with superior Customer Service.