All’s well that ends well

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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How much does poor customer service cost your business?

Late last year, Thames Water faced a fine of £12.5 million for poor customer service and misleading the regulator Ofwat. This news item was reported in September (2007) last. An article in Times online revealed that the company was fined £11.1 million for “inadequate” reporting and customer service and £1.4 million for failing to pay compensation to customers. I was reminded of this incident recently on learning about yet another display of scant regard for customers by a business. I concluded that if fines are imposed for poor customer service, many businesses would soon be forced to file for bankruptcy.

Displays of poor communication in delivering customer service can be costly. Not only are reputations damaged and profits reduced, but shareholders receive lower or no income as dividends and employees see their salaries freeze or kept just in line with inflation.

Here are a few of suggestions for improving customer service:

· Identify customer needs and expectations -respond to them.

· Handle difficult situations swiftly, thoughtfully and firmly –avoid escalation.

· Be quick to admit when wrong –customers prefer honesty when mistakes are made.

· Be prepared for and respond to changing needs of customers.

· Demonstrate CARE (Courteous Action Required Everytime).


What are your top strategies for providing excellence to your customers?

Veronica