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Suggest You - Are Your Policies Driving Your Customers Crazy?
The previous Sangaraja, the Supreme Patriarch of the monastic order (of Thailand), once went on a tour of China, where someone offered him a very beautiful teacup. It was unlike anything he'd ever seen. He thought, "Oh! The people here have real faith in me, to offer me this beautiful teacup!" And as soon as the teacup was in his hand, immediately he was suffering. Where should I put it? Where is safe to keep it? He couldn't
Finally, at her wit's end, the customer asks
With almost daily news reports of companies laying off workers, or filing for bankruptcy, or going out of business altogether, losing your job suddenly doesn't sound all that unlikely. Here are some strategies either to avoid being laid-off, or to cushion the blow if it comes.1. Keep your resume current. If you haven't looked at your resume in over a year, drag it out and review it. Make sure you've included your late
Well, imagine that a customer who's been with your company for a while with no complaints finally has a reason to contact customer service because of what appears to be a billing error. She assumes the error will be corrected quickly and she'll go on her way.
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks
As we all work hard to grow in our careers, we must not lose sight of what is most important in life. Sure, it's great to drive a great car, live in a comfortable neighborhood and "keep up with the Joneses," but there is more to it all than that. At the root of everything is providing for our families, which are there for us through thick and thin. They are the real reason for our hard work and sacrifice.When you see
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks
Workplace disappointment is a growing problem in today’s small business IT marketplace, the inability for technicians to deliver quality and timely services to clients due to increasing demands and lack of quality talent in the available talent pool right through to vendors not coming through on promises in the channel is causing the level of disappointment to rise right through the ceiling.What happens when disappoin
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks
As you read every word of this article, you will learn ways to make money from home.Fed up with traveling to work and doing the daily routine? You facing mid-life redundancy but haven't saved enough money to retire just yet? Do you need to boost income but still have young children at home?A part time home biz can be a perfect way to supplement our day job income and create the potential to take our business wo
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks
The misconception stall is particularly harmful because some of your best people already realize that you are operating on faulty assumptions. Since actions based on those assumptions are folly, these key employees are losing faith in the future of the organization and the quality of its leadership. Soon, you may find recovery from your mistakes is made more difficult as your most talented people seek other opportunities.aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When the customer threatens to end her relationship with the company right then and there, the representative reluctantly summons her manager. What has caused this unhappy situation?
Let's simply acknowledge the fact that holes in our policies and procedures can surface every day. In those situations, what our policies allow personnel to do can make the difference between keeping and losing a customer.
Those things include:
1) Sympathizing with your customer's concerns and apologizing for inconveniences.
2) Explaining why the policy exists, especially if it represents a type of customer protection.
3) Offering immediate alternatives to help assuage the situation.
4) Actively recording the concerns for ongoing system improvements, and
5) Making complaint escalation quick and painless, ideally to someone who has the authority to override the p
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