Customer service is such an important part of our businesses and we all know it. But when you think about it, do you think about the big interactions or all the interactions? If there’s a big problem and you remedy it, you are generally in good shape. But what happens when there’s a little problem. One of those run-of-the-mill, these-things-happen issues? I have a vendor who works for me (rather than a client). They switched computer systems which caused a glitch in my billing. While it was a minor issue, it took a couple hours on my part to get it resolved and I had to involved multiple people. I was not happy. But it got solved and the people were nice so I let it go. Then, that same switch caused a second issue. Again, not earth-shattering and something that if I put 30 […] Continue reading
Do You Do What You Think You Do?
Had a couple of interesting exchanges last week with vendors who work with my clients. Â In both cases the individuals providing service truly believe they were doing one thing, when in reality, they were doing another. Â I’ll explain. Company 1 provides back end software for one of my clients. Â They sold him on data conversion and training because at the end of the day, the software options available to him are very similar. Â While the intention is good to do the data conversion, how that is defined is different for the company vs. my client and me. Â When the conversion specialist looked at the data, she knew it was going to be a problem because my client hadn’t used the database as it was intended. Â We didn’t know that – we thought we were doing things mostly correct. Â Turns out, not so much. Â But instead […] Continue reading
Customer Service has always been my favorite thing. I love it. Years ago I had to teach my team how to perform customer service effectively and many of them were college students. Not an easy concept to get across to someone who hasn’t been in the work world. When my team worked with a customer, I saw one of three outcomes: The customer went away happy The customer went away with a solution but unhappy The customer went away without a solution and unhappy When the customer went away happy, we all knew why. If the customer went away without a solution and were unhappy, we all knew why and could usually address these with training. It was that one in the middle that were tricky. I needed to develop a way to discuss it that would make sense. Enter the fence. When a customer […] Continue reading
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