A pleasant customer service experience over the phone earlier today prompted me to share this tip as a reminder of the huge rewards that companies get from handling customer complaints effectively.
Having ordered a set of colour glaze mugs online along with four other items, you can imagine my dismay when on opening the package, I discovered that FOUR of the six mugs were broken. Not cracked or the handle badly broken, but smashed into numerous fragments!
Another two fragile items were undamaged, so the inconvenience was most unwelcomed, especially at this time of the year. Online shopping was meant to help me manage time better, not waste it.
On calling customer service and providing details or the order number and damaged item, the agent indicated that she’ll order another set out. She listened, understood the problem, assessed the situation and offered a solution. Within two minutes, she had offered a solution, taken a note for the manager and apologised on behalf of the company she represented. That is what I consider ‘Customer Service Excellence’!
‘Improve Customer Service’ is the first of my seven tips on how to recession proof your business. Here’s why: When businesses treat ‘EVERYONE’ as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.
What the customer service agent did was to convert a potentially charged situation into a pleasant experience and in the process raised the credibility of the company in my view. Yes, a referral for that company is one I am happy to make.
Best for 2009!
Veronica
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Wednesday 31 December 2008
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