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