Sometimes even businesses wanting to give the highest level of customer service will find that there is some sort of shortcoming in their service to a portion of their customers. A common occurrence is in the telecommunications industry, which are renowned (at least from the customers viewpoint) of being unhelpful.
I read this interesting article on the Chicago Tribune website today, giving a look at the inside workings of the call centre of Comcast, a cable TV and internet provider in the Chicagoland region.
One of the staff that the reporter followed was Bridgette Carter. I especially like her approach to dealing with customer issues, especially such as rectifying problems created by other staff members.
In giving customers Platinum Class Service, we need to take this approach on board. Rectifying customer complaints is actually a great way to provide great customer service, if it's done correctly.
Sunday, November 15, 2009
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