It’s a genuine welcome through the cabin crew because you board your flight. It’s an honest recommendation through the salesman when you’re buying a new television, regardless if it loses them income. It’s the waitress who asks you if things are OK with your meal because she really cares that your holiday to her restaurant is memorable for all your right reasons. That’s customer support at its best. When its authentic and it has your interests at heart – not theirs!
I sometimes despair at only how difficult some companies, whatever their size, make customer support. Customer service doesn’t have to be financially costly. In fact, most of the time it doesn’t cost anything more, in addition to somewhat focus and attention. Let me share a sample with you.
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Just this week I attempted to book a two or three night seaside apartment break for my family inside UK resort of Scarborough. It sounds easy enough right? Simply grab the telephone and call the resort sales office, receive the details, result in the booking and give the fee. But where customer service is involved, occasionally the best situations are easier said than actually doing it.
Having because of the helpful sounding sales rep my email address and being advised which a selection of apartments and prices could be emailed if you ask me ‘shortly’ I trusted that they would keep her commitment. Not a chance. Four hours possibly even later, I called back and spoke to another lady inside sales office. She too advised me that this details would be provided for my email address ‘as soon as (name) had finished managing another customer’. Notice a point here. Even though I’m trying my better to turned into a ‘customer’ I’m not being in a position to. Why? Inferior, second rate customer satisfaction. Needless to say, the information didn’t arrive tomorrow. Perhaps she is still coping with that customer five days later? Or maybe something more important, on her at least, appeared.
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Feeling somewhat pressure from my partner and daughter to secure accommodation to get a short family vacation, I went against my better judgement and referred to as sales office back the next day. This time a gentleman answered the phone and upon being told that I had requested the data twice already, he provided to inform me the costs and options over the phone. I advised him that I had requested email correspondence because I was travelling and was lacking immediate access to writing materials to publish what could be a wide choice of options down. He politely took my email address contact information, very professionally repeating my email address contact information to me for clarity, and advised me that the information would be with me within ‘a couple of hours’. How professional I thought. This gentleman seems like he can keep his commitment. Did he? Absolutely not! Why not? Who knows? Perhaps something more important, for him no less than, turned up.
This is an easy, common instance of how customer service, when done badly, stops interested buyers, buying by you. It also damages trust and news with the bad customer service experience travels fast. Indeed, this post is travelling fast throughout the internet and . If an organisation is always to deliver excellent customer support, two key factors need to be considered. Firstly, do you think you’re recruiting the right people to assist your potential prospects? And secondly, can your customer satisfaction staff be trusted to keep the commitments to generate to people who really need to give your organisation their hard-earned cash?
But customer support may take an entirely different route as soon as your organisation is paying, and of course trusting, an authorized to offer your merchandise. In your case it can be widgets sold through authorised agents. In this case its accommodation for sale on behalf of landlords. And almost certainly landlords who desire you to definitely generate all the revenue when you can on their behalf. Isn’t that what an agent gets their wage for?
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