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How important is it to personalize customer service?
How important is it for your employees to personalize customer service? What are some things you do to help personalize your customer service?
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Anthony,
I would strongly suggest to you that it is extremely important. Depending on the nature of the service and its intended audience, possibly the most important element. All things being equal personalized service can be a powerful point of differentiation for your organization. Depending on the service environment one thing I would suggest is assigning a list of accounts to each service representative and giving them the responsibility, and authority, to provide the right service. This is most often used in B2B markets, but could also be applied to consumer markets where there is a clear demarcation between high value customer pools. This can give customers the feeling of dealing with a familiar person while still remaining part of a large corporate entity.
Cheers,
William
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