Good customer service - November 2011

Knowledge @ Australian School of Business

"Do You Really Want Fries With That? How to Find a Customer Service Perfect Match"
Freelance business writer: Chris Sheedy
Editor: Deborah Tarrant
2000 words

The attitudes and styles of customer service reps may present a perfect match for some customers, and just get up others' noses. New research from the Australian School of Business pinpoints three different perceptions of good customer service among frontline employees. Each is right in certain circumstances, but can be damaging when misplaced. With more customer touch points in today's organisations, the trick is in recruiting sales and service personnel to suit and then ensuring a one-size-fits-all approach to training does not impinge their beneficial attributes.

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