Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

“We want to be at the forefront of the digital revolution in the beauty industry.”

Jean-Paul Agon

Agon is a leader in the business industry because he keeps on improving no matter how wealthy or famous he is. Jean-Paul Agon sees the market as in a state of constant revolution, dynamic and fast; therefore, the only way a company will succeed is by accelerating and keeping up with the changes in the market.

We can learn something very important from the words of these famous business people. These popular quotes come from people that started from a small office in an attic or a garage, but through their determination and focus on customers, they managed to develop their small offices into multinational companies that are known all over the world.

Based on their experiences and business expertise, we can now determine the main rules of customer service that apply to the practices of owners and managers worldwide.

What are business owners teaching us in practice?

The lessons we get from the business owners mentioned above are based on their business experience. We have created some rules that are inspired by their teachings. These rules refer to the three pillars of the business cycle: management, employees and client. We cannot talk about customer service without mentioning the management and employee level.

We think these rules are functional and efficient for the business world in modern times. From the experiences of these famous entrepreneurs, we can also identify the new direction of customer service. This new perspective encourages business owners to pay more attention to their employees and create long-term relationships with their clients. This is the right practice of customer service and the best method for winning customer loyalty.

The Main Rules of Excellent Customer Service

  • Management should be flexible and creative.
  • Management should be proactive and explore leadership.
  • Leaders should inspire and encourage employees.
  • Employees should be trained and specialized in their area.
  • Employees should feel they are part of the company.
  • Dissatisfied buyers are as important as satisfied buyers.
  • Customers should feel important and cared for.
  • Clients need simple solutions to their problems.
  • Companies should build long-lasting relationships with customers.
  • Enjoy what you do and do it in an optimistic way!

Excellent customer service makes room for development and change. Even though it works on protocols, the standards of the business process need to be adapted depending on the fast-changing conditions of the markets. Excellent client service cannot function on rigid methods and unhappy employees.

Now we have the rules of the correct practice of customer service. By looking at the wisdom of various international business owners, we developed a set of rules that aim to create the right type of client service, a type which is better and more efficient.

Now that we have the rules, we need to look at how some companies, both small and large, have practiced these rules in risky situations – because the best way to test the quality of a customer service system is to look at the practices of companies when dealing with displeased buyers.

In the last part of this chapter, we will look at some case studies and explore whether the rules of excellent client service have been applied accordingly.