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Category Archives: Customer Service

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The DOs and DON’Ts of Customer Service

Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. – W. Edwards Deming

We know Customer Service is paramount, but we all still hear horror stories about poor service – why? Here at CDSM, we believe that every instance of Customer Service should be:

  • Friendly
  • Knowledgeable
  • Responsive
  • Quick
  • …and Awesome!

To this effect, we’ve created a cool infographic on the DOs and DON’Ts of Customer Service. Check it out – and meet CDSM’s Customer Service and Support team while you’re at it!

Click here to access the text only version of the Infographic

Click image to launch full size version.


To find out more about our services, please don’t hesitate to get in contact. Alternatively, if you would like to keep up to date with the goings on in-house, then subscribe now for info straight to your inbox.

CDSM Customer Service Infographic

Infographic – The DOs and DON’Ts of Customer Service

Customer Service

Let’s get down to the nitty-gritty…

Customers are the lifeblood on any business so treating them well should be your company’s top priority.  By exceeding expectations, you can boost customer satisfaction and retention.

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every-time or we’ll lose them” Kevin Stirtz

70% of customers are influenced by how they feel they’re being treated

Would you recommend a company that has provided a poor service?

Customers judge their experiences more on the timeliness of the interaction than on the final outcome.

A swift response is always impressive, but so is correctly establishing what the customer actually wants, and why.  People appreciate a personal service. Follow up in what you say you’ll do and keep in touch to provide regular updates. Make the most of the personal service you can offer and you’ll reap the rewards.

So what are the DOs and DON’Ts?


Manage customer expectations effectively

Listen to your customer-facing staff

Make sure departments talk to each other

Empower staff appropriately

Ensure your company’s objectives are aligned with service promises to customers


Assume that an online customer experience will replace offline services

Oversell yourself to your customers

Treat customers as transactions

Hide behind the environment systems or process

So, what have we done to make sure our customers feel valued?  We made it personal! Meet the support team as CDSM:

Gareth – Technical Support

Our very own genius

Debbie – Senior Customer Care Executive

The glue that holds it all together

Anna-Marie – Customer Support Administrator

The ticket master of CDSM

“The goal as a company is to have customer service that is not just the best but legendary” Sam Walton

Results from our helpdesk over the last 90 days

Average first response  7.50 hours compared to industry average of 28.40 hours

79% of our end users’ tickets were engaged and responded to within the first hour of a customer raising them

9% – 1-8 hours

6% – 8-24 hours

7% >24 hours

Note: totals may not equal 100% because of rounding

Retaining existing customers – we found that when customer service is good, the result is an increase in customer retention. Happy customers promote us too.

Recent feedback rated our customer service as 100%

“You’ll never have a product or price advantage again.  They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz

Gareth – “Best part of my role is the problem solving.”

Debbie – “Favourite part of my role is meeting with clients.”

Anna – “I love the team spirit at CDSM as it helps me do a good job”.