Understanding Customers and What Good Customer Service Means To Them

No matter what technologies you try to use to help provide good customer service, and no matter what training you provide, or other steps you may take, you don't stand a chance of improving customer service if you don't understand your customers, and customers in general. The reality is there are a lot of misconceptions about what customers want, and what constitutes good customer service. On this page you'll find questions and answers to help you understand customer needs, wants, and perceptions.

In A Nutshell, What Do Customers Want, and What Is "Good Customer Service" For Them?

What Are Positive Surprises and What Is There Effect On Customer Service Quality?

Why Is Consistency, Reliability and Predictability So Important In Customer Service?

What Is The Escalation Cycle, and How Does It Apply To Angry Customers?

Do Customers Put Up With Poor Customer Service, and If So, Why?