Are You Really Looking After Your Customers?
How many times has this happened to you: You have a problem with a product/service. It’s giving you a hard time so you call for customer service. You give just a brief description of your problem and the supposed “help” tells you, “Sorry, it isn’t our fault. It’s someone elses and there’s nothing we can do. Go bother them. You do something, not me.”
This is the worst thing someone can do in customer service. I run a successful business as an aircon installer in Aberdeen for many years , and I can tell you that just ignoring the problem and passing the blame is a sure fire way to lose customers and hurt your bottom line. The problem isn’t solved, there was no help, and it leaves the customer with a bitter taste in their mouth. How can this be corrected?
If the situation seriously is out of your hands, make every effort to guide the customer through the proper steps to solving the problem with the outside source. For example, if the problem exists with another company, provide them with the phone number and tell them exactly what to say to them. Better yet, try to take it to the next level by calling them yourself. This can lead to great customer loyalty by just this simple effort. Good customer service is a must if you plan on keeping your customers happy. Make sure they are a top priority and not just something shoved to the back.