Communication - The SECRET To Great Customer Service

Louise writes:

Why communicating with your customers in the right way at the right time is crucial if you want to retain their loyalty - http://tomatonation.com/?p=587

Here's a closing extract:

That's the secret. If you work in customer service, or you have a company that deals with customer service, you have to care. You have to say "how can I help you" and "that's absolutely no problem" and "I'll look into that right away, just let me put you on hold" and "wow, that sucks — let me sort that out for you," because not enough people do it, and because when you do, I'll remember. I know the customers bitch and whine and don't read the instructions. I know that they forget to put their street addresses on the form, and that they return stuff that they already wore at least twice, and that they try to scam you and then start bellowing when it doesn't work. I know all that. But if I call, and if I can tell that you've done your best to help me, I will remember you, and I will go around talking about how you ruled, and I will hope that that makes it worthwhile for you to continue.

Especially you, Mark at Mars Inc., because I didn't even want free M&Ms when I called to complain about the blue ones, but you sent me free M&Ms anyway. Mark is also my hero. Thanks, Mark.

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

Employee Communication & Surveys RESOURCES

Trevor writes:

Louise identifies Robert Gray below as a great resource... take a look at some of the tools he offers for you to use - impressive:

http://www.employee-communication.com.au/templates/section.jsp?id=10

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Electronic COMPLEMENTS Face-To-Face Communications

Trevor writes:

For me, every bit of communication can serve to bolster the foundation of the message sent.

I have seen CEO's avoid putting their thoughts in writing because it contradicts what they SAY to individuals...! Have you ever met CEO's like this?

I'd prefer to get to understand how a CEO is thinking about Business Philosophy and Strategy in writing (a blog is an excellent record of this) and allow that to also stimulate face-to-face discussions.

No, for me, these tools are all complementary... and from my reading of Gray's article - To blog or not to blog, that is the question - he also seems to concede: 'Which brings us back to blogs. These are essentially online discussions. They are probably the next best thing to personal or small group discussions (or personal phone calls). If employees want interaction with the CEO about major changes, and the CEO can’t have small group interaction with most employees, then it may be worth maintaining a CEO blog. But the CEO must be prepared to put in the time and effort personally over the long haul (either permanently or for the duration of the change program). '

I certainly agree with Louise, there is just no way that anyone can hide behind 'electronic communication as a replacement for face-to-face communication'. That's the first signs of an electronic recluse!

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Face-To-Face vs. Electronic Communication

Louise writes:

As a fairly new convert I am still not sure of all the benefits and pitfalls of blogging. I am also always weary of mediums that encourage electronic communication as a replacement for face-to-face communication. So it was with great interest that I came across an article by Rodney Gray, who I believe to be a world authority on effective communication.

Gray says, “Internal communication is about influencing employees’ behaviour. Your ability to do this depends on the quality of relationships at all levels and throughout the organisation. Obviously, employees are far more likely to change their behaviour as a result of discussions with someone they trust who listens to their concerns, than as a result of reading something on screen.”

http://www.employee-communication.com.au/templates/page.jsp?id=121

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507