More Tips on Customer Service
Do you know that one of the best ways to get "free" research about customers' likes and dislikes is to listen to their complaints?. You often get more candid comments and sugesstions than doing an actual customer feedback survey.
So whatever the business you are engaged in, on a daily basis, take notes on every complaint you receive and turn it into an opportunity for improvement of products, improve the way you service customers and for new ideas for your business.
customers2008@yahoo.com
Friday, June 29, 2007
Monday, June 25, 2007
A recent experience
Below is a recent experience that motivated me to start a Customer Service Consulting business which I now do over the internet by e-mail.
Entering the bank I could feel it was unfriendly. Eleven people stood in two lines, one of six and one with five. They looked impatient and on edge. Only two tellers were at the windows to attend to customers even if there were six teller booths available. It was 12.35 pm on a Friday afternoon. And it was not just any Friday; it was the last Friday of the month…with people cashing payroll checks, rushing during their lunch breaks.
Any bank that cares about its customers would, on a day like this, staff the teller booths adequately. Frustration mounted and I left.
Approximately thirty-five minutes later I visited a mom and pop small business I had been to several times, where, on this day, the first thing that came out of the clerk’s mouth as I walked in was “we are closed”. I looked around for the sign I may have missed. After all it was close to 1.15 pm.
I found it…it read business hours 8.30 am to 5.30 pm. Further, a larger read and white sign with Open on one side and Closed on the other, was hanging at the door, with “Open” facing the oncoming customer.
“Closed for lunch?” I ventured. “No the door is open but we are closed for business for the day.”
“Sorry about that. Maybe you can turn the sign around to show Closed” I offered?
He said nothing. He just went into the back room and did not return for minutes. At which point I left. I have not returned to that repair shop.
One of my daughters said that on my way out I should have turned the sign around to show Closed and save other patrons a similar waste of time, but believe it or not I could be charged for doing that.
Maybe I was overly sensitive on that day, because the day before I had listened to a local talk show where the main theme was “are we less courteous nowadays than were before?” Several people called in talking about road rage, rudeness from clerks/attendants in offices, banks, hospitals, post offices, you name it someone had a complaint.
There were also many calls about excellent customer service from several of these same entities. What was particularly striking was that the instances of excellent service involved simple acts, of courtesy, kindness, respect, or just going the extra step to help a customer…. not anything extravagant, but it clearly resonated well with the customer.
That day, I was moved enough to start a consulting practice aimed at assisting businesses, especially small businesses, establish a culture of excellent customer service and train their staff to provide that level of service and beyond.
If you require service, you can e-mail me at jeffcharles80@yahoo.com
More tips on Friday.
Entering the bank I could feel it was unfriendly. Eleven people stood in two lines, one of six and one with five. They looked impatient and on edge. Only two tellers were at the windows to attend to customers even if there were six teller booths available. It was 12.35 pm on a Friday afternoon. And it was not just any Friday; it was the last Friday of the month…with people cashing payroll checks, rushing during their lunch breaks.
Any bank that cares about its customers would, on a day like this, staff the teller booths adequately. Frustration mounted and I left.
Approximately thirty-five minutes later I visited a mom and pop small business I had been to several times, where, on this day, the first thing that came out of the clerk’s mouth as I walked in was “we are closed”. I looked around for the sign I may have missed. After all it was close to 1.15 pm.
I found it…it read business hours 8.30 am to 5.30 pm. Further, a larger read and white sign with Open on one side and Closed on the other, was hanging at the door, with “Open” facing the oncoming customer.
“Closed for lunch?” I ventured. “No the door is open but we are closed for business for the day.”
“Sorry about that. Maybe you can turn the sign around to show Closed” I offered?
He said nothing. He just went into the back room and did not return for minutes. At which point I left. I have not returned to that repair shop.
One of my daughters said that on my way out I should have turned the sign around to show Closed and save other patrons a similar waste of time, but believe it or not I could be charged for doing that.
Maybe I was overly sensitive on that day, because the day before I had listened to a local talk show where the main theme was “are we less courteous nowadays than were before?” Several people called in talking about road rage, rudeness from clerks/attendants in offices, banks, hospitals, post offices, you name it someone had a complaint.
There were also many calls about excellent customer service from several of these same entities. What was particularly striking was that the instances of excellent service involved simple acts, of courtesy, kindness, respect, or just going the extra step to help a customer…. not anything extravagant, but it clearly resonated well with the customer.
That day, I was moved enough to start a consulting practice aimed at assisting businesses, especially small businesses, establish a culture of excellent customer service and train their staff to provide that level of service and beyond.
If you require service, you can e-mail me at jeffcharles80@yahoo.com
More tips on Friday.
Thursday, June 21, 2007
Superior customer service
In this blog I will offer tips on how to provide excellent customer service in whatever business you are engaged in.
I do this for a living and teach clients and client staff what it truly takes to delight their customers.
my e-mail address is jeffcharles80@yahoo.com for anyone interested.
Starting Monday I will offer the first set of tips.
Jeff.
I do this for a living and teach clients and client staff what it truly takes to delight their customers.
my e-mail address is jeffcharles80@yahoo.com for anyone interested.
Starting Monday I will offer the first set of tips.
Jeff.
Tuesday, June 19, 2007
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