Don’t Charge Extra for Customer Service
People reach out to a customer service department because they need help, or they have a question, or they want to make a complaint. In those situations, it’s important to deliver an amazing experience to all of those customers—not just some. But too many companies are setting up systems that offer minimal support unless you’re willing to pay more money to upgrade. That’s a mistake. Customer service can make or break your reputation, and customers are willing to pay more for good service, so the cost of your service should be included in the original price, not added on as an “extra.” And even worse, separating your customer service introduces other problems, which I discuss in this week’s video.
Watch the whole thing!