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
Why is it that Microsoft wants you to buy its... Read More
Every customer looks for 3 special benefits when they do... Read More
Customer service is the most vital asset for Business either... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
$350 million in bad checks are written each and every... Read More
Oh, what has happened to the carbon-based organizational interface? Many... Read More
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
The primary objective of a business is to get and... Read More
You know how it is, you believe something for so... Read More
Quest for new clients shouldn't ignore those who pay the... Read More
Businesses like to brag in their advertising about quality of... Read More
You've heard it all before when it comes to stats... Read More
The following are common mistakes that Sales Managers and Owners... Read More
The other day a reporter call to interview me on... Read More
Why do some businesses offer points, stamps or every tenth... Read More
If you have integrity, nothing else matters. If you don't... Read More
However, in the world of business, this cliché may not... Read More
You are serving great food. Your establishment is new, spotless... Read More
One of my classes in management focused on the repeat... Read More
On a recent airline flight I was an upset... Read More
The other day while at the book store, I came... Read More
Q: One of the big chain bookstores recently opened up... Read More
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More
The best way to explain this concept is to tell... Read More
In my day to day practice in strategic human resource... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
This may seem a strange topic to introduce. Yet, it... Read More
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
1. It's all about the customer. Some companies focus too... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
With Some Tips on How to RespondTt has probably happened... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
Why is it that Microsoft wants you to buy its... Read More
If you have integrity, nothing else matters. If you don't... Read More
After years of flying below the radar in the magazine... Read More
If you've called for customer service recently you're familiar with... Read More
How often have you left a meeting with a customer... Read More
How often has your schedule been thrown out of whack... Read More
Many years ago, I was a first year apprentice assigned... Read More
It's bound to happen sooner or later ? yes, even... Read More
Sales is tough to get right, and depends on retaining... Read More
Is the special treatment you designed specifically to keep customers... Read More
Looking for hi-fi computer peripherals? Finding it tough to decide... Read More
Have you ever called a company and been greeted with... Read More
However, in the world of business, this cliché may not... Read More
Five minutes into the call I knew this client was... Read More
Every time my firm conducts communication skills training, we know... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
These moments come when a customer or client?1. Hears someone... Read More
What kind of image do you present when marketing your... Read More
CRM was supposed to bring companies closer to their clients.... Read More
Is your restaurant, bar or hotel clean? I mean really... Read More
With Some Tips on How to RespondTt has probably happened... Read More
The primary objective of a business is to get and... Read More
A few months ago, I wrote about ingenious styles of... Read More
Customer service is everything to a business. Just look at... Read More
It all started a couple of weeks ago when a... Read More
This article offers five ways to help you deal with... Read More
Do you need greeters or should you avoid them? That... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
Businesses that fail, often forget to seek out the customer... Read More
"Hi this is Randy. Leave me a message after the... Read More
We'll be examining what makes follow up to prospects/customers so... Read More
Why bother? Good customer service is the life blood of... Read More
Resistance has to do with putting up blocks that prevent... Read More
Customer Service |