If you have not read my first blog on this topic of July 20, I suggest your read it first.
Having focused on the issue, here is a short memory jogger for making great communication the cornerstone of great service.
- If you need to update the customer, commit to a time frame - even a general one.
- Make sure you call the customer back, even if you only call to say, "we're still working on it - but I wanted to honor my promise to call."
- Be organized and have your stuff together. Nothing will destroy customer confidence like not being able to correctly identify the correct case/account/issue and speak confidently to the status of the issue (i.e. "I was calling you back about...let's see...where was that sheet?...can you remind me what we were doing for you?")
- Speak honestly, clearly and concisely to the issue. If something isn't going right, explain the action plan to make it right and provide an ETA to resolution.
What say you? Comments? Ideas?
Eric Fraterman
eric@customerfocusconsult.com
www.customerfocusconsult.com
About Me
- Eric Fraterman - Customer Service Consultant
- Toronto, ON, Canada
- I am the person behind Customer Focus Consulting. With more than 20 years experience in a wide range of industries, I am absolutely passionate about my work. In this line of consulting you cannot succeed without passion, especially for treating customers and employees right. I am totally focused on one issue and the theme of my work is always Sharper Customer Focus for a Sharper Competitive Edge. I help clients bring the customer inside their organization and then identify, measure and manage opportunities to meaningfully improve the Customer Experience. This sharper Customer Focus results in higher customer satisfaction, loyalty and long-term, sustainable profitability. I am also an expert witness for customer service in legal defence cases.
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