Every organization makes mistakes daily. Things go wrong and bad stuff happens no matter how committed we are to great service.
When this happens, the frontline employee often takes the brunt of your customer’s wrath. Not every customer is nice and often uses derogatory language. When things blow up the customer can get very excited and their tone of voice changes dramatically, setting the stage for an unpleasant encounter.
$4 Billion Acquisition, Lousy Service and Burning Millions on Advertising
I developed Feelings, the first customer service program ever developed and released it in January 1980. This was before many of my current readers were born. My reasoning was I witnessing firms (in 1979) spending fortunes on marketing and advertising and then, as the customer walked in the front door, the employees would literally smack the customer on the head with a baseball bat with their terrible customer service.
So, pretty hard to believe that 38 years later and with everyone claiming they have the world’s best customer service…the exact same thing is happening today.
I believe in the US too many employees believe lying is good customer service. Their focus is to make customers feel happy instead of telling them the truth. It appears to happen more in the US than other countries.
I am convinced that if you master the service culture, your results can also be dramatic. Year after year, Metro Bank proves my point.
Metro Bank spends virtually no money on advertising. Please read carefully the attachment. Remember they opened July 29, 2010 with 4 locations. The first new bank in London in 163 years.
Every now and then I run into a service leader that is an example of what I have been preaching for the past 40 some years. A service leader that truly understands the power of incredible customer service. The service leader I am talking about is…Tom Raffio, CEO of Northeast Delta Dental
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