Want to keep your organization out of recession? Consider these thoughts about the Six Cancers of Customer Care and how to overcome them.
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- Kevin Eikenberry
- Powerquotes is written for people who want to improve themselves, their situations, their business and their relationships. By investing just five minutes a day, Powerquotes can enable you to begin your week happier and more prepared.
Kevin,
ReplyDeleteI agree. People buy from those they like and trust and if we continue to view them with dollar signs in our eyes, we will never build a relationship.
By taking the time to create a "partnership" relationship - the WE that you mention in your video, we show them we care about them. By caring about them and putting ourselves in their shoes, we are better able to "recommend" the products and services that will best suit their needs. Rather than passively waiting for them to make the first move - we move together as a unit. Helping each other in the process.
Good stuff. Thanks so much.
Deborah
Agreed! One of my favorite and quite affordable customer service training tools to recommend to trainers are on-line animated ToonUps Marastar Communications.
ReplyDeleteToonups deliver training messages with humor via powerpoint and email. They also have on-line quizzes and printabel files. they are esy to use, so affordable in this economic climate and offer daily customer service reminders in fun, memorable ways!
I agree, I run a small shopping centre and try to convince the tenants that service is all, especially those that leave this to staff with little supervision. I view it as part of my role to monitor stores service, because what is bad then reflects on the centre.
ReplyDeleteI agree totally with Deborah and would even go a little further than that. Not only its good to put ourselves in the shoes of our customers, we create better oppertunities if we let the customers push the buttons. How? I will explain...
ReplyDeleteNot too long ago, I was involved in a distribution optimization process of a large soft drink manufacturer (no need for calling names). The logistics department had discovered that delivering on different days (instead of the same day(s) every week) would result in significant cost savings. However, the account managers of this specific soft drink manufacturer did not believe this to be very appealing to its customers. Of course I had to send an intern to investigate whether or not this was the case.
And low and behold, 85% of the customers, mostly bar owners, were prepared to accept a different delivery schedule. Which triggers my question: why is the customer not directly involved in the design of the distribution process?
Will saving money not always be attractive? Albert.nl, part of the large retail chain Ahold, already delivers groceries at home using peak and off-peak delivery rates for example. As a result, their distribution operation has become evenly spread out over the course of the day and week.
Since companies are often not aware of the reasons behind a certain delivery schedule, product volumes or delivery times, they will not be able to make the necessary (and logical) adjustments. However, if the customer were to call the shots, the pallets would be loaded more efficiently, the deliveries would be clustered and transportation would be spread out evenly.
In my mind, this would be the ONLY and most logical step towards TRUE optimization. Why not set up a rewarding early ordering and off-peak delivery system which would finally give us the efficient structure everyone has been waiting for? Why take the difficult route instead of the easy way? Could we be over-engineering an in essence simple matter?
Oh well, that’s why we have brains and I have a job I guess… I rest my case.
Nice commentary and based on the comments, others support the committment to customer service excellence.
ReplyDeleteIn the book; Customer Service is a Contact Sport, the idea and processes that support customer service excellence are outlined in detail and easy to implement steps.
Kevin...you are on the right track. Thank you for helping us all get better service.
Joseph Rosales - The Customer Service Coach
www.thecustomerservicecoach.net
I couldn't agree with you more. I am a customer service professional (Loyalty Specialist) for the past 8 years and I have read many of the articles on here and I don't think I have seen one I disagree with.
ReplyDeletecheck out my blog
http:\\csforums.blogspot.com