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Is customer service an art?

Good customer service is indeed an art. But it also a science.  Some companies and individuals instictively understand the importance of customer service and work to please their customers. Other companies train their employees to be better customer service representatives.

A case in point is McDonald’s, as this article in the Richmond Times-Dispatch discusses.  No employee starts dealing directly with customers until he or she has been properly trained.  In the piece, the author, Lori Amirshahi closes with these thoughts:

  • Never underestimate the value of personal contact.
  • Surprise and delight your clients on a regular basis.
  • Leave them with a good experience, and you’ll get five referrals; leave them with a bad experience and you’ll get complaints from twice as many.

Whether an art or a science, good customer service is good business.


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