Over the past few years I have been completing some post graduate studies and through this have researched many companies, especially in regards to customer service. Most companies either within their vision or mission statements will have some link into customer service, believing that this statement will lift the service levels within the organisation leading to higher revenue and profitability.
Unfortunately, I am sure that you have experienced a phenomenon much distant to excellent customer service. Most of the time the message from the CEO becomes so diluted when received by the shopfloor worker, that there is not the same sense of urgency in delivering customer service.
Responses such as "that's not our policy", or staff asking "how is your day" when clearly not interested reaffirm to most customers that customer service in reality is not held highly.
As an example, an old episode of Mad About You saw the ditzy waitress Ursula provide her customer service to Paul and Jamie in the restaurant they visit regularly. After a serious confrontation at the table with Paul and Jamie's friends Mark and Fran the whole table is clearly on edge with each other. Ursula then walks up asks if everything is OK, and without giving anyone a chance to respond, she walks off with a "good to hear...".
I am sure you can recall similar instances in your own dealings with businesses. Staff members who say the "right" thing, but have no real interest in what your response will actually be.
So, this blog is all about trying to help with ways to improve customer service, as well as marketing of your business to get traction (increased revenue) as a result of your customer service. Simple tips that may help improve service directly, ways to market your services to your customers, how to rectify service breakdowns are just some examples of topics that will be covered.
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