Today, I have to share with you a great story of outstanding customer service. It all started recently when my mom had a spend some time at the University of Penn Cardiac Center. The service she received in that place was some of the best I have ever seen in all my years of searching for outstanding customer service.
There are few things more infuriating than to be told the benefits you’ll get from a product or service and then to find out you didn’t get what was promised. If enough determined customers get angry they could put you out of business. Look at honesty as a service to your customers and prospects that builds trust. Have you ever thought about Telus webmail down in this way?
Your employees will hear from your unhappy customers and listen to them complain, take their cancellations and feel like their hands are tied. This will make your employees stressed out and unhappy.
It is also very important for you to make your website totally error free. This is also part of your customer services. When someone tells you that there is something wrong on your site, you will need to fix it as soon as possible.
Business week compiled a list of the top 25 customer service companies. Shop one or two of those companies and test their customer service against your customer service. No one ever thrills 100% of the people 100% of the time; however, that remains a worthy goal.
Add training. Keep your focus on the culture and get it ingrained in the employee as soon as possible. If you have hired someone with the right personality and attitude, add to that an understanding of the company’s vision, mission and goals.
The delivery of decent customer service is really simple; there’s no magic formula. Its as simple as deciding to be different to the rest of the singlet gang, establishing a basic framework and then executing the plan. So where do we start? Well, how about just greeting your customer professionally and politely in a way that makes them feel welcome and important. “Manners maketh a man” the old saying goes and never a truer word said for the business arena. Try a warm greeting and see how your client is engaged from the start.
So, it turns out that Pizza Hut and K-Mart really do have something to teach us about customer service in IT after all. How did you learn customer service? What does it mean to you?