The real issue is that too many businesses define ‘good customer service’ by a yardstick that should apply to ‘doing your job properly’. They would be shocked, too, to hear that the standards they apply are merely average. The truth is that, while standards have improved, we have a low level of expectation of customer service in the UK. As a consequence, it only takes a little bit of effort to look like a stand-out operator.
It is my contention that quality customer service starts with good quality selling. It sets the tone for a business relationship from the outset. As well as excellence of professional skills, doing a thorough job of selling the best frames for the customer will be remembered. Most customers don’t understand the consultancy part of an optician’s trade but they do understand about the practicalities, prices and fashion of frames.
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