It was one of those days. Judy got really upset with Snapfish about a $6.95 transaction. Bruce got really upset with Jetstar about plane tickets worth $1500. One of my customers got a little upset with me about a value-added free service that they haven't got yet.
I thought it was really interesting that Judy got just as upset about her $6.95 transaction as Bruce did about his $1500 transaction. When expectations are not met - no matter what the financial value of the transaction - damage is done. It turns out that customers expect you to do what you say you are going to do and they get upset when you don't.
It's alarming how often service is delivered badly. Long wait times calling in to contact centres and unprofessional face to face experiences are standard fare for Australian businesses. If you experience bad customer service my advice is to either adjust your expectations accordingly - let it go - or tell the companies management that you are about to take your business to a competitor and why. Preferably tell them in writing. Faxes and posted letters are far more effective than emails for this purpose.
If you have provided the poor customer experience and receive a complaint here are some guidelines on how to handle it.
Whatever the details of the issue it's important to listen to your customers story. Never talk while the upset customer is talking. That really winds them up. Keep quiet. When they have finished telling you their story empathise with them. Acknowledge the customers concerns. Then apologise for not meeting their expectations. Ask them what you can do to provide resolution and most importantly make the customer feel important. It's basic customer service and sales. In fact, if we put on our sales hat, overcoming issues the right way is an opportunity to deepen the relationship with your customer by building trust. Deal with the problem professionally and you build a bond that may even see that dissatisfied customer become an advocate of you and your business.
1 comments:
Steve Willis said...
"hmmm true dat. Do you subscribe to seth godin's blog?
Liked yr tuna entry too. Food for thought indeed!"
February 18, 2009. 20:04 PM
Judy feeds roti to an ibis at the domain while overlooking the Art Gallery of NSW
A Surry Hills coconut. What the?
Umbrellas mimic Utzon's Opera House
The Opera House seen from the domain. This is a less photographed aspect that illustrates the importance of the base and walk up to the building. This demonstrates the influence of ancient Mayan architecture on the architects thinking.
Graffiti or vandalism is indeed about property. One person's right to free expression ends where someone else's right to their property starts. It's all about respecting someone else's property rights.