Every Interaction Counts

When working with organizations on building a Customer Service culture, building awareness of the Customer's importance or helping with skill building, I often have people share a personal Customer Service horror story and a success story. This exercise leads to conversation about how it feels to be the Customer, what kinds of things matter,and helps everyone to see the power an individual interaction can have.



One of my debrief questions for this type of exercise is to ask how many people still do business with the company they had a horrorific experience with (few do). Alternately, I ask how many still do business with those who provided them with a WOW experience (most all do).



In recently reading How Full is Your Bucket a story was shared that validates emphatically this point of view.



The authors studied 4,583 call center representatives from a major telecommunications firm. They discoveredthree representatives who scared off every single Customer they spoke with in a given day - and those Customers did not return.



The book accurated summarizes that, "The company would have been better off paying those three represntatives to stay home."



The study also found 7 reps that retained and engaged every Customer they spoke with. Want to bet that those Customers were Customers for life?



This is the internal view of the Horror and Success stories... a view I thought was worth sharing.