Posts Tagged ‘customer service advice’

Exceptional customer service is about effort – it really is that easy

Monday, August 10th, 2009

Exceptional customer service and it’s really not that exceptional is it, is about effort. The businesses who do will prosper and those who don’t won’t ! It really is as simple as that.

Last week I went to a local town and was searching for a particular ordnance survey map. I visited 3 shops who sell maps. The first didn’t have the one I wanted on display. So I moved on. Shop number 2 had a small display and a lady stood behind the counter. “Do you have any others apart from these, as the one I want isn’t here ?” I asked. “No only those” she replied. “OK, when will you next have more stock in ?” I persisted. “We have a delivery every couple of months or so.” ‘Wow’ I thought, not exactly racing out of the shop then are they ?  

“And can you order the ones you want ?” I followed up with. “No, not really we just get issued with this small range.” At no point did she suggest that she could order it, not did she suggest another solution. I was unimpressed.

Shop 3 also didn’t have the map, and so I returned to shop 1 and asked the busy manager if she had any more stock. She said that she didn’t but she would be seeing the rep on Wednesday. She said that she was willing to call him, if I was prepared to wait 5 minutes. I did and she went off to make the call.

The outcome ? Well she is getting one dropped off on Wednesday afternoon, so guess which shop will be getting my map business. It may only be an £8 purchase, but it’s still all about effort. Make sure that you go the extra mile, and are willing to help people. Not only will your actions solve more customer problems, and help you maximise any opportunity, but also you’ll impress them !

And in these times where there is less money going round the economy, there is more need to make sure you get more than your usual share.

This is one of many important topics we cover on our 2 day customer service masterclass courses. The venue for the next course is likely to be the East Midlands and so is ideal for any customer service, contact centre, call centre personnel in Kettering, Wellingborough, Northampton, Peterborough, Corby, Market Harborough, Lutterworth, Leicester, Loughborough and Northamptonshire. http://www.tomarket.co.uk/courses.php gives you dates of this and other courses.

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Posted in communication skills, customer handling, Customer service management, customer service team assessment, customer services, Forthcoming courses | No Comments »

The banks and customer service

Sunday, February 15th, 2009

It seems that the banks are easy prey to heavy criticism at the moment. I generally believe there is much good about much of what they do but sure enough there are many things they’ve been getting wrong of late – not least of which is appearing to be greedy (with our money !) However this post is about something specific. Here goes ………

I phoned my ‘local’ bank recently during our lengthy period of bad snow in order to find out if the branch  was open. I had taken the journey into town on the previous working day only to find out that it was shut. Fairly straightforward then ? …..

I looked up a number by keying in the name of the bank and the town into Google. It gave me an 0845 number. OK. I called it and was answered by a guy with a noticeable North East accent. As the call progressed I could hear other voices in the background with the same accent – so I guess I was through to somewhere in the Newcastle – Sunderland area. No problem with that, good service is good service wherever it comes from.

I had to answer the range of security questions which got a bit irritating. I completely understand the need for this if I’m wanting to know any financial details or carry out any transactions – but all I want to know is if the local branch has open doors ! Why do I need to give my bloody security details ?!

Anyway I did and then he asked me to tell him again which town I was in, he prompted me but made a town name up which was admittedly similar but not the same as mine. I had to correct him, so this made me think that he wasn’t listening properly.

He then had to phone the back to see if they were open, which took a few minutes. He was polite and responsive at all times, and seemed pleasant and I’m sure he’s good to his mother ……. but

It all took too long, their system wasn’t flexible enough, and I was made to feel like a number, rather than an important customer. This is not good enough customer service. If the banks are going to ensure they offer exceptional standards of customer service, they really will need to raise their game most significantly.

The standard to aim for is “big enough to cope, small enough to care.” It is most important that the banks get this right with their customer service standards 

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Posted in Banking, communication skills, customer handling, customer services, retail sales, telephone techniques | No Comments »