Customer Service … rules of the game


  • Answer the phone. People are tired of endless voice message loops.

  • Call someone back. It could pleasantly shock a customer.

  • Create more interaction with customers.

  • Do not take customers for granted, it is too easy for them to switch.

  • Re-acquire customers. View each customer as one who is on the verge of leaving, and approach him as if he were new and had to be re-sold on your value.

  • When contacting customers who complain, make sure it is someone knowledgeable who calls them back.

  • Ask your customers what you could do better; they'll tell you if you listen. Determine what your customers want most. (Our research indicates that faster service and response are at the top of the list.)

  • Customer service has gotten so bad in many areas that even pretty good customer service might end up looking great.


We do more than just blog. We're active Lean practitioners who would love to help you achieve your productivity goals.