Do You Offer REAL Customer Service?
Customer Service in America is horrible at best. A few years ago I had the enlightening opportunity to have Don Gallegos come speak to our company here in Utah and he talked about great customer service. Don has a book entitled “Win the Customer, Not the Argument” which is the best customer service eye-opening book I’ve ever read. I’ve made the book the only really required reading for employees at work.
Why are companies always establishing new policies that annoy or anger 99.8% of its customers to take care of the .2% or less sometimes of those that may be the offender? Don’t you know that you have to take care of your 99% plus customer base or they’ll go elsewhere? I think we all know that as customers, but corporate america doesn’t believe that. It’s clear that they believe that we won’t go elsewhere so they can treat people however they want.
Here are a few suggestions to offering REAL customer service, not the current customer dis-service that is what we are currently getting from the corporate giants:
- Don’t feel restricted by policies. If a customer wants a refund after 40 days (10 days past our 30 day refund deadline), just give it to them.
- Requiring a receipt for a return is ludicrous. You have complex systems for tracking inventory, stocking, pricing, serials, etc. yet for me to return something I need to prove that it came from you by showing you a receipt? Please.
- When a customer is frustrated over chat or just isn’t getting it, sometimes it helps to give them a call.
- If a customer is upset, forget the policies. Give them a full refund. Give them extra SANs on their UC cert. Give them a extra time on their cert.
- If a customer is angry that the product doesn’t work like they thought it would (even if it is a known incompatibility), replace it, better yet give them a new product that works free.
- If a customer goes out of their way to write an email and thank us, send them a package with something free.
- Respond quickly to emails and chats. Give customers on the phone the attention that is needed to quickly resolve the problem.
Winning customers centers on the idea that your customers are not just the customers from the moment they walk in the door to your business or visit your Web site, etc. They are the customer 24 hours a day, 365 days a year. They are always the customer. Companies have started to treat people as one time customers, and not as life-long customers. People are loyal to themselves first and if you don’t take care of them, they will go elsewhere.
Remember:
- People don’t know good service until they get it. When they receive good service they go “Wow,” and make the choice to switch to the new service provider.
- The customer is NOT always right, but they are ALWAYS the customer.
- Don’t take the easy way out and say NO, find a way to say YES.
- Don’t hide behind a policy, do what’s right.
- 99.6% of the customer were good compared to those that were bad, why create policies to hurt those good customers?
- Nordstroms once took back and refunded a pair of tires. Nordstroms doesn’t even sell tires. They won that customer.
- Just because we make a special situation for one person, doesn’t mean that everyone else will want that too! Make that customer happy.
Superb web-pages…
[...]always a massive fan of linking to bloggers that I love but don’t get a whole lot of link adore from[...]……
Related……
[...]just beneath, are numerous totally not related sites to ours, however, they are surely worth going over[...]……
Links…
[...]Sites of interest we have a link to[...]……
You should check this out…
[...] Wonderful story, reckoned we could combine a few unrelated data, nevertheless really worth taking a look, whoa did one learn about Mid East has got more problerms as well [...]……
Websites worth visiting…
[...]here are some links to sites that we link to because we think they are worth visiting[...]……
Visitor recommendations…
[...]one of our visitors recently recommended the following website[...]……
Recommeneded websites…
[...]Here are some of the sites we recommend for our visitors[...]……
Recommeneded websites…
[...]Here are some of the sites we recommend for our visitors[...]……
Check this out…
[...] that is the end of this article. Here you’ll find some sites that we think you’ll appreciate, just click the links over[...]……
Fire warden training…
Wow really glad i found your website, i’ll be sure to visit back now i’ve bookmarked it….
Momma is one cool chick…
Momma know whats cooking! Momma says check this site out!…
Check this out…
[...] that is the end of this article. Here you’ll find some sites that we think you’ll appreciate, just click the links over[...]……
Sources…
[...]check below, are some totally unrelated websites to ours, however, they are most trustworthy sources that we use[...]……
Sites we Like……
[...] Every once in a while we choose blogs that we read. Listed below are the latest sites that we choose [...]……
Links…
[...]Sites of interest we have a link to[...]……
links…
Check out some of my favorite websites…
Recommeneded websites…
[...]Here are some of the sites we recommend for our visitors[...]……
Check this out…
[...] that is the end of this article. Here you’ll come across some websites that we think you’ll appreciate, just click the links over[...]……
Websites you should visit…
[...]below you’ll find the link to some sites that we think you should visit[...]……
Read was interesting, stay in touch……
[...]please visit the sites we follow, including this one, as it represents our picks from the web[...]……
Websites we think you should visit…
[...]although websites we backlink to below are considerably not related to ours, we feel they are actually worth a go through, so have a look[...]……
Awesome website…
[...]the time to read or visit the content or sites we have linked to below the[...]……
Blogs ou should be reading…
[...]Here is a Great Blog You Might Find Interesting that we Encourage You[...]……
Gems form the internet…
[...]very few websites that happen to be detailed below, from our point of view are undoubtedly well worth checking out[...]……
You should check this out…
[...] Wonderful story, reckoned we could combine a few unrelated data, nevertheless really worth taking a look, whoa did one learn about Mid East has got more problerms as well [...]……
Gems form the internet…
[...]very few websites that happen to be detailed below, from our point of view are undoubtedly well worth checking out[...]……
Related……
[...]just beneath, are numerous totally not related sites to ours, however, they are surely worth going over[...]……
Sites we Like……
[...] Every once in a while we choose blogs that we read. Listed below are the latest sites that we choose [...]……
Related…
just under, are plenty of absolutely not really associated internet sites in order to our bait, nevertheless, they’re certainly really worth covering…
Jeep Wrangler Sahara…
Awesome blog, I will be back for more information…..
Recommeneded websites…
[...]Here are some of the sites we recommend for our visitors[...]……
your baby can…
Awesome blog, I will be back for more information…..
Links…
[...]Sites of interest we have a link to[...]……
Sites we Like……
[...] Every once in a while we choose blogs that we read. Listed below are the latest sites that we choose [...]……
Websites you should visit…
[...]below you’ll find the link to some sites that we think you should visit[...]……
Visitor recommendations…
[...]one of our visitors recently recommended the following website[...]……
They can be approached for approval by anyone who has a proven income and fits the basic qualifying requirements…
[...]New payday loans are often associated with expensive rates, still it is excusable to pay such fees when one is in financial emergency[...]…
Read was interesting, stay in touch……
[...]please visit the sites we follow, including this one, as it represents our picks from the web[...]……
Recent Blogroll Additions……
[...]usually posts some very interesting stuff like this. If you’re new to this site[...]……
patio slabs…
[..] I’ve bookmarked your site [..]…
Online Article……
[...]The information mentioned in the article are some of the best available [...]……
Visitor recommendations…
[...]one of our visitors recently recommended the following website[...]……
Visitor recommendations…
[...]one of our visitors recently recommended the following website[...]……
Links…
[...]Sites of interest we have a link to[...]……
Check this out…
[...] that is the end of this article. Here you’ll find some sites that we think you’ll appreciate, just click the links over[...]……
Great website…
[...]we like to honor many other internet sites on the web, even if they aren’t linked to us, by linking to them. Under are some webpages worth checking out[...]……
You should check this out…
[...] Wonderful story, reckoned we could combine a few unrelated data, nevertheless really worth taking a look, whoa did one learn about Mid East has got more problerms as well [...]……
Great website…
[...]we like to honor many other internet sites on the web, even if they aren’t linked to us, by linking to them. Under are some webpages worth checking out[...]……
You should check this out…
[...] Wonderful story, reckoned we could combine a few unrelated data, nevertheless really worth taking a look, whoa did one learn about Mid East has got more problerms as well [...]……
Recent Blogroll Additions……
[...]usually posts some very interesting stuff like this. If you’re new to this site[...]……