Beyond Customer Service
Talking about customer service with different people will typically provide different views and experiences. That said, customer service is generally considered one of the most significant differentiation factors in a competitive environment. What do we really want to achieve with customer service?
How $208 Can Cost You $250,000!
Here’s a true customer dis-service story that happened to me a number of years ago and highlights the value of making sure each of your employees know how to take care of customers. The airline’s name has been changed to Bungle Airline to protect the not so innocent.
The day after the big earthquake here in Seattle about 5 years ago, I had a trip planned with another person to the east coast. It was an important trip that I didn’t want to cancel so I looked on the web and found that due to damage at the airport, my flight had been canceled.
Mind-reading - For Salespeople
Would you find it easier to get a sale if you could read your customer’s mind?
Assuming you said yes, here’s how to do it. Ask the right questions and listen carefully to the answers, your customer will tell you everything you want to know. Easy, eh?
Well it sounds easy, but it takes self-discipline to do it right. Let’s start with the questions to ask.
The first type is what are known as ‘open’ questions, meaning that they usually produce informative answers of some length - as opposed to ‘closed’ questions which do the opposite.
Turning Coal Into Diamonds: A Case Study On Customer Complaint Tracking
As an ISO 9001 certified organization committed to a World-Class Six Sigma quality standard, Diamond Innovations is no stranger to continuous improvement – one of the core values guiding daily operations of this innovative diamond manufacturing company.
A commitment to quality at this level involves taking customer complaints very seriously. To this end, an internal system was in place to capture each complaint. Customer problems were quickly solved, and when necessary orders were replaced. While the system worked, it lacked the sophistication necessary to bring the complaints back to the organization and solve the problems at their roots.
