Usher In 2009 with Excellent Customer Service


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In the evening mass before media noche last December 31st, the priest was telling us about the New Year’s implication in our life. The new year gives us a chance to start all over again. Learn from last year’s mistakes and move on with a positive outlook on the year ahead.

The priest made a lot of sense. The new year indeed gives us a chance to start anew in all aspects of our life. If you’re into business, it’s another year to prove your worth and break new grounds. And I believe that breaking new ground starts with excellent customer service. So let’s usher in 2009 with excellent customer service.

How? Here are a few of my suggestions.

1. Have a service plan. Marcus Cicero said, Before beginning, plan carefully. Always start with a service plan. You may have it daily, weekly, monthly, or annually. It all depends on how your business strategy. In that plan, identify your purpose and work on it. Learn also from last year–what worked, what didn’t, and which ones needed improvement.

2. Take a service action. What’s good in a plan if it is not carried out? Take steps to carry out your service plan.

3. Engage everyone. Remember a good deed cannot be done alone. You need a team to work on your action plans, and ensures that each plan is doable.

4. Heed the voice of the customer. Perhaps, at one time or another, you have made a survey or learned about your customers’ preferences or feedback. Use them now and make them part of your strategic efforts. After all, it’s the customer who is your worst and best critic.

5. Be a learning organization. Study, take note of the things that comprise excellent customer service both from the business point of view and from the customer point of view. Strike a good balance. Let’s face it, not all customer demands can be good for the business. But the customer always has the advantage, so you need to find ways to handle the customer well.


  1. Great advice for us all in these difficult times.

    You should maybe have added, “Don’t Panic” as well. I have seenfar too much panicky behaviour and knee-jerk reactions to the recession to-date. Many companies will regret these actions at a later date.

    Graham Hill
    Independent CRM Consultant
    Interim CRM Manager

  2. Yes, I agree, Graham. That’s a good tip, too. Like in any emergency situation, it’s always best to stay calm and vigilant.

    Your most unhappy customers are your greatest source of learning. -Bill Gates


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