Recently, while reviewing the quality assurance surveys we conduct with our customers, I noticed a common thread in the comments: the importance of following up.

Quality customer service isn’t just a nicety or something you’d find in Charleston; it’s critical to the health of a business.

Here’s a sample:

“You were awesome and this follow-up e-mail speaks volumes of how wonderful your service was.”

And another:

“I was absolutely thrilled when I got an e-mail from [the consultant] the next day with tutorials. I thought that was amazing customer service. Customer service is dead these days. Your company renewed my faith in it.”

It’s standard practice here to send customers reinforcement learning tips and e-mails with topics that are related to the software issue that prompted them to call in the first place. Glass-half-empties may say it’s overkill, or that it’s akin to spamming. Read more…

Jenny Sweeney Customer Service Charleston SC, Customer Service, InformationWeek