Is your Customer Service’s and Customer Experience up to scratch?
Let me ask this in another way:
“Have you crossed over and joined your customer’s community and asked what you are doing FOR them, what customer experience you are creating?”
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I really want to be clear here. I am not asking what are you saying (read that as broadcasting) to your customer or what you are doing to your customer. (This is like winking in the dark, you know you are doing it but no-one else does in today’s info driven world).
This is not connecting your customer but rather a one way communication that hopes to build a customer relationship.
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Most customer service programs in South Africa follow the same outdated logic. Stop being a business person for a minute and be a customer.
Just think of your last customer experience. Did it go something like this?
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A Typical Customer Service Experience
I just had a really one (18.08.2009) with my service provider and here is what happened when I called the technical services department about a connection problem.
I called the calling call centre 3X and asked when will the problem be fixed?
The Call Centre gave me 3 different answer - Three lies!
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Why three lies? Management did not tell them what was going on.
They did not know what message had been left on the automated response system when you dialled in. In other words, they had no information and a policy.
So I ask to speak to the MD and the switchboard sent me back to the call centre. I am a customer and without people like me he does not have a business. And I can’t speak to him? Go figure?
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And this is the result?
Whilst I could not speak to the MD, I could speak to his other customers. I was not very nice about what I said.
My poor customer experience is the result of a “good” customer service management strategy. As a customer, you have had exactly the same customer experience. You know how bad it is for your business!
The world has changed. You can no longer build your business or your brand around your products and services. You must build it around your customers. Its time to turn your custoomers into Raving Fans. Its time to put the relationship back into your relationship marketing strategies
If you want to know how to turn your customers into Raving Fans please click through to our services or for mor information please go through to the Raving Fans Blog. |
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Or you can just drop us just drop us a note below and we will get back to yoiu as soon as humanley possible.
Kind Regrads
Michael Cowen
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