360° Coverage : One Step To A Great Customer Experience At Your Company

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One Step To A Great Customer Experience At Your Company
Photo Credit: Forbes Business

One Step To A Great Customer Experience At Your Company

Jan 1 2014, 7:23pm CST | by

Who should be responsible for your customer experience? (Hint: You don’t need a customer experience consultant tell you this. This is an answer you already, in your gut, probably know.) Here’s my...

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39 weeks ago

One Step To A Great Customer Experience At Your Company

Jan 1 2014, 7:23pm CST | by

Who should be responsible for your customer experience? (Hint: You don’t need a customer experience consultant tell you this. This is an answer you already, in your gut, probably know.)

Here’s my answer, and it makes all the difference: Make everyone responsible. Or, quickly, you’ll find the actual answer at your company has devolved to be “no one.”

This answer isn’t as pie-in-the-sky as it sounds. “Everyone” here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.”

The picture of customer service we need to get out of our heads — and out of our businesses — is the old, compartmentalized version: an isolated clerk on an upper floor of a venerable department store, where customers have to schlep their returns to get an adjustment.

Instead, teach Joan in Sales and Jeff in Shipping how they themselves can initiate a service recovery. Jeff may not be the right person ultimately to fix the problem, but if he encounters an unsatisfied customer, he needs to know how to do more than say ‘‘I can’t help you, I just send boxes.’’ Even Dale, who cleans the toilets, should be empowered beyond helpless reactions like ‘‘Um, you’d need to ask a manager about that.’’ Customers hate to hear ‘‘You need to ask a manager.’’

Dale will feel better about himself and your company, his customer will feel better about herself and your company, and service problems will tend to turn out better if Dale has been trained to express confident enthusiasm: ‘‘Certainly, I am so sorry. I will help you with that,’’ followed by finding the right person to solve the problem (even if that does happen to be, in fact, a manager).

Source: Forbes Business

 
Update
2

4 weeks ago

Khazanah throws MAS RM6b lifeline

Aug 29 2014 5:01pm CDT | Source: Business Times Singapore

August 30, 2014 1:15 AMKHAZANAH Nasional will inject RM6 billion (SS$2.4 billion) over three years to resuscitate loss-making Malaysia Airlines (MAS) under a recovery plan that includes even an Act of Parliament. Other key moves are migrating its operations, assets and liabilities to a new company (NewCo) and slashing the workforce of 20,000 by 30 ...
Source: Business Times Singapore   Full article at: Business Times Singapore
 

 
Update
1

4 weeks ago

MAS posts loss of RM307m for Q2

Aug 28 2014 5:00pm CDT | Source: Business Times Singapore

August 29, 2014 1:13 AMMALAYSIA Airlines (MAS) registered a loss of RM307 million (S$122 million) for the second quarter to end-June, but warned of worse to come in the second half when the "full financial impact of the double tragedies of MH370 and MH17" hits h ...
Source: Business Times Singapore   Full article at: Business Times Singapore
 

 

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