WHAT HAPPENED TO CUSTOMER SERVICE?

[M29since14]

Everywhere you go these days it seems that good customer service is missing.

The problem is poor training and supervision.

The company I work for has a reputation for outstanding service since it's inception 40 years ago. Yes, every once in a while we drop the ball. But how you respond to and correct the mistake is what counts the most.

I am in a position of leadership. So I have to play the part and be nice even with difficult customers. And these days it seems that customers are more demanding and less understanding. The phrase "the customer is always right" goes out the window the second they become disrespectful. I've been accused of being rude many times. The fact is, I'm not rude until forced to. Be cause I tell the customer what they don't want to hear, or I tell them no, or I say no to a discount, they call me rude. And there have been a few times that I have told customers to get the hell out. But this is only when they push me to that point.

It's a two way street. If you walk in the door and act like a jerk, you will be treated that way.

But yes, good customer service is missing these days.

This reminded me of an article I once read about leadership and training at Disneyworld in Orlando. At that time, WDW had a reputation for outstanding customer service/satisfaction. (I hope it still does.) in any case, the executive being interviewed said something like, "We teach our cast never to say 'no' or 'you can't do that' to our guests." In other words, they teach employees more diplomatic ways to say the same things, but not to use those particular words. I found that instructive. Certain words mean a lot to some people. Anytime I was there, I always thought they were running a first-class CS operation.

 

[turnerriver]

There is a front page article in the Wall Street Journal today regarding retailers and other companies assigning a CLV -Customer Lifetime Value-rating that influences the customer service response you receive. Credit card companies, wireless service providers, airlines and retailers are some of the corporations using this method. Here's the bottom line from the article:
" Everyone with a bank account, cellphone or online shopping habit has at least one CLV score, more likely several. And most people have no inkling they even exist, let alone how they are used, what goes into them or how accurate they are. Unlike credit scores, CLVs aren't available to consumers and aren't monitored by any government agency. "
So, if you're getting good or better customer service, they like you.
Regards,
turnerriver

 

[M29since14]

G R E A T !

 

[BLACKHAWKNJ]

I think that company organizations and staff charts today are like organized crime. Or the military. They're meant to insulate the bosses, shield them from responsibility. And, as noted, the idea that employees should actually know their merchandise and products.....then there is the problem, especially with "big box" stores, that the customer is not a "familiar face" but just a few lines of computer data.

 

[Cardboard_killer]

From The Godfather:

When Hagen had left, Michael said jokingly to his father, "So you've taught me everything else. Tell me how to say no to people in a way they'll like."

The Don moved to sit behind the big desk. "You cannot say 'no' to the people you love, not often. That's the secret. And then when you do, it has to sound like a 'yes.' Or you have to make them say 'no.' You have to take time and trouble."

 

[kwselke]

Here are a few of the companies who have given me what I consider excellent customer service.

Financial Services
USAA
Capital One
TDECU (Texas Dow Employee Credit Union)

Internet Provider
AT&T

Grocery Stores
Kroger
HEB
Randalls

Internet Retailers
Amazon
Dungarees.Com (Carhart Clothing)
LL Bean

Local Businesses
Bering's Hardware
Carter's Country
Academy
Houston Area Metropolitan Transit Authority (Yep, the bus)


I cannot say about many other businesses which I've done business with and never needed to contact customer service. Good customer service starts by the customer not having a problem when doing business with you.

Companies which have given me poor customer service include;
Comcast/Xfinity
TracFone (Occasional Language Issues)
Dell (Language Issues, Years Ago)
Sears
A couple of other businesses that no longer exist.

I still use TracFone and am considering a new Dell. My issues with them were frustrating because of call centers in Guyana and India respectively, but my issues were resolved favorably.

 

[Kanewpadle]

What many business leaders don't understand, or fail to teach their employees is you can piss someone off and take their money once or you satisfy them and take their money for a lifetime.

 

[amazingflapjack]

Bob Lutz-former Auto CEO- writes a column in road and track each month-and in the November issue he addresses why the Car industry is failing. I found it a very impressive read.

 

[BC38]

What many business leaders don't understand, or fail to teach their employees is you can piss someone off and take their money once or you satisfy them and take their money for a lifetime.

...and that the cost to do business with existing satisfied customers is about 1/4 the cost of generating a new customer.

Too many are too shortsighted. They manage everything for next quarter's bottom line instead of for the company's health 10 years down the road. Because the top execs managing them know that in 10 years they'll be down the road the problems they create now will be someone else's headache.

I retired earlier this year after 26 years with a Fortune 100 company. I watched them transform from planning and investing for where they'd be 10 years in the future to being so shortsighted they wouldn't invest in anything that wouldn't pay back in THREE years or less. All because they were managing the company for next quarter's earnings statement instead of for the long run.

It is catching up with them now. They're scrambling to try to make up for it by investing tens if not hundreds of millions in infrastructure projects.

 

[BigBoy99]

...and that the cost to do business with existing satisfied customers is about 1/4 the cost of generating a new customer.

Too many are too shortsighted. They manage everything for next quarter's bottom line instead of for the company's health 10 years down the road. Because the top execs managing them know that in 10 years they'll be down the road the problems they create now will be someone else's headache.

I retired earlier this year after 26 years with a Fortune 100 company. I watched them transform from planning and investing for where they'd be 10 years in the future to being so shortsighted they wouldn't invest in anything that wouldn't pay back in THREE years or less. All because they were managing the company for next quarter's earnings statement instead of for the long run.

It is catching up with them now. They're scrambling to try to make up for it by investing tens if not hundreds of millions in infrastructure projects.

It is very interesting to note the Chinese are planning for the out years in just about everyone of their industries. Each industry has 5, 10, 15 and 20 year plans and each year, every one get examined and updated. Why do you think there has been such a rapid growth in the Chinese economy? Fifty years ago, China was considered to be a "basket Case" and now they are one of the super powers. Without planning for the future, they wouldn't be where they are today.

About the only future planning done by the US Congress is how to get re-elected! If there were definite plans for the future, imagine how much smoother things would progress.

If "pro" is opposite of "con", then is the opposite of progress, congress?

 

[Okie21]

What many business leaders don't understand, or fail to teach their employees is you can piss someone off and take their money once or you satisfy them and take their money for a lifetime.

Good example - Took one if my M&P's to a LGS (that I've never spent money in) to get the rear sight adjusted. Guy told me it'd be $35. I said ok. Came out 5 minutes later and said it took much less time than he thought, so he didn't charge me. Guess what? That gesture makes me want to go back and spend some $$ in there in the future.

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[Muss Muggins]

. . . Why do you think there has been such a rapid growth in the Chinese economy? . . .

Amazing what a totalitarian society with a nearly unlimited forced labor supply can accomplish . . .

 

[Kanewpadle]

Good example - Took one if my M&P's to a LGS (that I've never spent money in) to get the rear sight adjusted. Guy told me it'd be $35. I said ok. Came out 5 minutes later and said it took much less time than he thought, so he didn't charge me. Guess what? That gesture makes me want to go back and spend some $$ in there in the future.

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Good for you. But I would have charged you.

No offense. But nothing is free these days. Hard to run a business if you perform a service for free.

 

[Okie21]

Good for you. But I would have charged you.

No offense. But nothing is free these days. Hard to run a business if you perform a service for free.

I understand. It was a risky tactic, but it worked on me. That small gesture went a long way.

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[Florida Guy]

I usually buy new, but decided this last time to go with low-mileage used to save a little. Experience with dealerships was just as bad as buying new. Happened to find a truck at CarMax at a fair no-haggle price. They will be my first choice next time unless I'm buying new.

This guy bought the CarMax extended (6 year) warranty for his 6 year old Range Rover. See how this paid off for him many times over: [ame]https://www.youtube.com/watch?v=E3jA55TJboA[/ame]