What Are They Really Saying About You?

In this video, Noah Fleming discusses the crucial role of customer service in shaping a company's reputation. He shares a real-life example of a local business that claims to provide excellent customer service, but the reality is far from it.

Key Points:

Mismatch between Claims and Reality: Many companies claim to provide excellent customer service, but their actions often don't match their claims.

Importance of Proper Training: Frontline staff play a vital role in customer service. It's essential they receive proper training to effectively address customer needs.

Management's Role: Management's involvement is crucial in ensuring the company's actions align with its claims about customer service.

Regular Audits: Conducting regular audits of customer-facing employees is a great way to ensure their actions align with the company's claims.

Continuous Improvement: Companies should continuously identify areas of concern and provide additional training or help where needed.

Management Awareness: Management should be aware of the discussions happening about their company and take necessary actions to improve the client experience.

Remember, your company's reputation is shaped by the experiences you provide to your customers. Make sure those experiences are positive and align with what you claim to offer.