Let us create a 3d Digital eBook for you! DigyCat.com
|
||
|
||
|
Customer Service Information | Let us create a 3d Digital eBook for you! DigyCat.com |
|
|
|
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?" How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service. Many companies fit into the "mediocre" (average) category where indifference and defensiveness best describe their operation. Are you sure this is not you? Recently I returned from a business trip and was not pleased to find that two books I'd ordered three weeks before had not yet arrived, despite a promise from the book vendor that they would be delivered in five days. I was naturally upset and called the book vendor's long-distance number. While I firmly told the lady who answered the phone how unhappy I was about their failure to deliver, and how this had greatly inconvenienced my schedule, she interrupted me right in the middle with: "Just a minute sir,you'll have to talk to customer service" I said: "I'm sorry I thought you worked there' She said: "I do" I said: "Oh, I see, but you're not in customer service?' She said: "That's right" (How interesting!) I said: "Well, I guess you'd better put me through to customer service then" She said: "They've gone for the day" I heard indifference in her voice. Not wishing to deny her the opportunity to take charge of the situation, I said: "What should I do?" She said: "You'll have to call back tomorrow" (Isn't that special!) No customer service recovery here. Only indifference and buck-passing - the symptoms of a mediocre business that tolerates less than outstanding customer service. Do you think I still do business with those people? Certainly not. Not when their competitors are just dying to steal me away! Not when I have many other options! Contrast that mediocre service with the response from my Internet service provider, Netvision, in Wichita, Kansas. Some time ago, during their changeover of equipment, I was unable to access the Internet or my e-mail at the weekend for over an hour, which was unusual. When I eventually called the office on Monday to complain, the lady in charge, Melody, was most apologetic, explained about the equipment change, told me what she was going to do, got back to me in fifteen minutes (as she promised) with an update, and when all was fixed, she gave me her home number in case this ever happened at the week-end again. Wow! And the piece de resistance - on my next bill the monthly charge was waived! So, what was the difference here? The first company didn't have a customer service recovery program or policy, even though they probably think they have - and their brochures and publicity tell us they're the best! The second company, Netvision, walked the talk, knew why they were in business, knew that the customer has many choices, and they had a system for customer service recovery. How can you profit from a customer service recovery program? · Make a list of things that could, and do, go wrong; show how they should be handled, and how to prevent them from recurring. · Give your people the tools to do the job ?training, authority to take a decision, adequate equipment and materials, and information. · At staff meetings, get employees' input on what improvements you could make to procedures that affect their ability to perform. · Show appreciation and acknowledgment of the efforts and commitment of your people, especially when they handle difficult situations. · Call some of your customers who've had a problem and ask them how your company scored in service recovery! John Madden is an international speaker, trainer, and author of "Leap, Don't Sleep" (How to get different results by doing something different). He specializes in customer service, coaching skills for managers, stress management through humor, creative problem solving, and interpersonal skills. You can reach him at 1-800-689-6932 or 316-689-6932; email at john@LeapDontSleep.com; web site: http://www.LeapDontSleep.com
MORE RESOURCES: Customer Service - Google News Frustrated With Virtual Customer Service? Microsoft Tries to Help - Wall Street Journal (blog)
Bernthal, The Way It Oughta Be: Customer Service - KPLR 11
Alcatel-Lucent banks on customer service - Communications, Engineering & Design Magazine
Telcos pledge improved customer service, but regulation looms - iTWire
Customer Service satisfaction survey figures down in 2011 - Reno Gazette Journal
Microsoft and 24/7 Inc. team up to build a better automated customer service ... - BetaNews
|
 |
|
|
RELATED ARTICLES
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. Learn to Anticipate Your Customers Needs This morning I was having breakfast with my good friend Diane at one of my favorite breakfast nooks. I enjoy the atmosphere there although I've been less than pleased with the customer service so far. Transforming Disgruntled Customers into Your Biggest Advocates "I am writing to complain about the widget I bought from your site the other day."Sell anything and eventually you will be on the receiving end of a sentence like this. E-Business's Best Friend: eCRM From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How can I improve customer retention? What can I do to build long-term relationships of trust with customers? Knowing the answer to these questions can mean the difference between long-term growth and profitability and crashing and burning. Dont Eliminate The Middle Man - Add One Today, there are situations when we actually add a "middle person" instead of eliminating one for increased service efficiency. If it's cost-effective and demand is high, then proper market positioning will make it a worthwhile endeavor. Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want? In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. Making The Most Of Newsletters Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. Be the Customer: See Yourself as Your Customers Do What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed? Were the employees polite and helpful? Was everything neat and clean? Was I thanked for my business? What happened when I made a return?Whether your business is an international retailer or a small one-person shop, what you don't know about your customers' perceptions of your quality and service can hurt you. Have You Hugged a Customer Today? It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said. Your Voice Print "Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life. Dealing with Disgruntled Customers No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The Consumer Power While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words. Five Ways To Wow Your Client Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them! Wouldn't you like to be the reason a client's day changes from boring to "WOW?"The benefits of this approach are good for everyone involved. Dealing with Difficult People 1. Don't get Hooked !!!When people behave towards you in a manner that makes youfeel angry, frustrated or annoyed - this is known as a Hook. Complaining Consumers The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. Restaurant Scheduling for Success - Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected. How to Walk the Floor and Talk to Customers This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision. All of the World of Business Is a Stage One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through. Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter.
|
|
Looking For Royalty Free Photos for your Website, Business or Advertising?
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us © www.AusTrade.biz 2011 |
|
