The 13 Keys to Superb Customer Service

Every customer in a jewelry store wants to find a friend in the jewelry business. Today's customer is looking for a salesperson he or she can recognize, trust, and depend on for future jewelry-buying needs. The rewards of exceptional customer service are high: personal trade, completed sales, referrals, and repeat business. There are two types of customer service. One provides the minimum, such as a sincere "thank you," an invitation to come back, and a follow-up thank-you note. The other is a proactive customer service program designed to delight your customers. Here are 13 standards that can help you maintain an exceptional customer service program: If you say it, do it. Nothing upsets a customer faster than a promise made but unfulfilled. If a repairman says he'll be at your house between 10 a.m. and noon, you expect him to show up. If he doesn't, you'll be angry or

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