Craig and Vince,
As I like to say, Right on and Write on! I agree with your posts about customer service and what is happening in the world of big business today. People do want a personal touch with another human being-to be acknowledged, valued, and helped when they have a problem or issue. The corporate manuals are full of "how to upsell the customer, how not to let them cancel our service, Sell sell sell, talk, talk, talk, and don`t let the customer speak or listen as you will not close the sale and make your quotas." Blah! Argh! I am sure sick of it. I am tired of phone lines from hell with music to torture terrorists or unruly children by. I prefer a personal touch and connection and I just go nanas when I find it. I am tired of talking with people who only want to tell me what their computer screen shows them and not listen to me. I do know my name and where I live and I do not care what the computer monitor indicates...stop, turn off the computer and turn your brain back on for a moment, think and listen to me, the customer who pays your salary and help me. Does this make any sense? Let me know more of your thoughts. Thank you. To YOUR success! Harold
Next in my series of articles about SO YOUR CUSTOMER HAS A COMPLAINT...
So you have listened to the customer`s complaint or problem, you have confirmed with your customer or client that you understand their complaint, what do you do next?
You ask questions. You let the customer know that in order to help them, you need to make sure what needs to be done to resolve their issue or complaint. So, you ask probing questions to help you better understand the nature of their complaint or problem so that you can resolve it. Assure the customer in this process that you have every intention of helping them and that the questions are necessary to figure out the best way to do so.
More to come in a future post. Keep your thoughts and ideas coming. I enjoy reading them. Thank you. To YOUR success!