Following through on your commitments to your customers and communicating with them can help to build loyalty and repeat business, writes Thomas Ford. Empathy is key for top-notch customer service, Ford and Michael Hess note. "No matter what procedures, processes, people or tools you put in place, empathy -- the ability to identify with and understand somebody else's feelings or difficulties -- is a quality without which superior customer service simply can't exist," Hess writes.

Related Summaries