I am still upset and angry – bad customer service can do that to you. Unfortunately, it’s not uncommon to hear about historically great brands cutting service practices and expenses in search of positive quarter over quarter financial results. Putting pressure on employees and diminishing customer experiences. Long term, loyal customers want to stay that way – don’t embarrass them or yourselves by making employees do what they clearly know could create a service problem. If you want to change practices or cut expenses, ask your front-line employees how to do that. The best leaders listen to their people and their customers before making changes to products and services. In the end, good customer service costs less than bad customer service – doing anything that could potentially lose a customer can become a slippery slope. Stay engaged with your employees and customers to make certain you provide the best possible customer service today.
Sally Gronow, Customer Manager at Welsh Water
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