Poor-Customer-Service

PoorCustomerService•Lossofsales•Duetopoorcustomerfollowupaction•Lossofcompanyprestige•Youarearepresentativeofthecompanythewayyoupresentyourselfisareflectionofthecompanyyouworkfor.•Lossofcustom•Lossofrepeatcustommeansthebusinessisnotdeveloping•Lossof‘teamspirit’amongworkersAlloftheabovewillleadtopoorteamrelationsintheworkenvironment.Thetendencytofingerpoint(blame)othersbecomesapparent.Teamtrustineachotherislost.Questions?•Teacherasks–Thelossofrepeatcustomisindicativeofwhatintheworkenvironment?GoodCustomerService•providingevenmorecreative,personalizedservicetoyourcustomersthanyourcompetitorscan•Onesizeshoedoesnotfitallfeet.Norisonetypeofcustomerservicesuitableforallyourcustomers.•HomeDelivery.:it’sdifficultforhimtogetoutandshopinpersonortimeconstraintshavethecustomerinotherlocations.•Othershaveagoodopinionofyouandyourwork•morehospitableenvironment•TheCustomerIsalwaysRightCorporateCustomerServiceSkills•Ifacustomercomestoyouaboutacomplaint,beveryseriousabouthowyouhandleit.Isthecustomerupsetandangry?First,calmhimwithwordsandactionandshowthatyouareseriousaboutdoingsomethingtocorrecttheproblem.Evenifitisobviousthathe’swrong,sometimesit’sbetterforrepeatbusinesstotakethelossandcompensatethecustomer.Ifyouareabletopacifythistypeofcustomeritmayprovidethewhatincentives.•Easierworkingconditions•Jobsecurity•Promotionopportunities•Questions?Teacherasks–Thesilentcomplainerprovideswhattypeofadvertisingforthecompanyyouworkfor?