Sometimes it amazes me how determined customers can get, in ensuring their complaint is heard. Some customers can hold grudges for a long time (read story here), while some are prepared to even spend money to ensure the public gets to know about the bad experience they’ve had with a brand.
“One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.
The American Customer Satisfaction Index (ACSI) Finance and Insurance report has just been released, and this year’s report indicates an overall improvement in customer satisfaction for Banks & Insurance companies in the United states.
Suppose you walked into your favorite bar on Friday, and notice new chairs, tables, security and a queue guide (that’s right, a queue guide). After you’ve spent a few minutes on the queue, it’s finally your turn to order your drinks! but there’s something not right about the type of service you’re getting on this day.
Cumbersome approval processes make delivering great customer experiences an uphill task. When front line service reps are not empowered to resolve customer complaints, it results in longer processing time, impatient customers and frustrated employees who have to manage the customer. The longer it takes for the request to resolved, the poorer the experience becomes. Continue reading Steps To Empowering Your Front-line Service Team
Keeping customers informed is critical in delivering positive experiences. Whether in person, by phone or email, when you are processing a request for a customer and it is taking longer than expected, it is best practice to keep them updated on how the situation is progressing.
This video titled ‘Welcome Back’ is the fourth series in the ‘Life’s for Sharing’ campaign created by Saatchi & Saatchi for T-Mobile. The ad involved Heathrow’s Terminal 5 arrivals being greeted & welcomed by a crowd of over 200 people spontaneously bursting into song, giving the travelers a welcome they would never forget.
In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction between the company and customers. These interactions are usually with the front line staff or service reps and they impact on the quality of the customer’s experience in the.
A career in customer service is one that is both challenging and quite rewarding. In order for any individual to excel in their chosen career paths, they need to be productive in job roles they are assigned. From my experience, the most successful people are also the most productive, they have mastered how to make the most of what they have in terms of resources, time and opportunity.
No matter how efficient and wonderful any company is, service failures are bound to occur, because companies are mostly made up of people and technology, none of which are completely predictable in behaviour. Technology sometimes can fail for no (understandable) reason, and people…cannot just be predicted. For these reasons service failures will always occur from time to time, in any company, no matter it’s size.