Over the last 18 months, I have had three very different customer service experiences with equipment returns and repairs. As experiences go, I believe this also had a valuable customer service lesson concealed within them.
Will your customers find excellence in the details of dealing with your company? Ultimately it is the detail that distinguishes one competitor from the next. As an example, we were recently looking for a supplier delivering a specific service that we did not have any prior experience with. We did our research and found that that particular service industry had two major role players. When we decided to make contact with them, we had absolutely no preference, so our initial plan of action was to get a quote from both of them and base our decision on that. Interestingly enough company A promptly answered their telephone line when we phoned, was friendly and professional over the phone and by responding impressively promptly on our enquiry, had an exclusivity contract signed and sealed with us within 36 hours of us first making contact with them. Company B had listed the incorrect phone number on their website and to date has not provided us with any feedback on our email enquiry. Although it could be that their pricing is more lucrative than that of company A, by not paying attention to the detail of having the correct telephone number on their website or swiftly responding to email enquiries received, they have lost out on gaining our business going forward. Not only on the revenue, but also on that portion of market share – not to mention whose name will come to mind first when we refer others wanting to make use of the same type of service.
Customer Service Success Secrets
Why consistency is key
Scoring Customer Service Goals
Is dealing with you a rewarding experience for your customers?
Customer service – it really is your problem…
During a recent project where we were assisting the HR department of one of our clients to successfully address some of their challenges, one of the issues that they raised was their frustration with supervisors who were not completing forms correctly. They had developed an easy step-by-step “how to” guide for the supervisors and have given them training, but they were still receiving forms that had been completed incorrectly. When we enquired from the HR department what they did when they received an incorrectly completed form, they told us that they corrected it themselves, because they felt obligated.
Is Dealing with you a Rewarding Experience?