“Give the lady what she wants!” Marshall Fields
I think we all have stories of waiting endlessly on hold for someone to give us an answer to a question about our phone service, airline reservation, credit card bill, misplaced order...or standing in line only to have the person waiting on us not know what the price was or where to find what we want, or worse yet not caring... I simply don't get it!
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
- Sam Walton
- Sam Walton
In the current economic climate how much sense does it make to do your job poorly? Can you tell I have had some customer service issues of late! As a Marketing Professional the first rule I play by is that the customer is ALWAYS right-even if they are Wrong!
Nothing but nothing keeps me coming back to a store, a service or a contractor then how I am treated by their representatives. I believe you don't get second chances with any customer and the impression you leave reflects back on the entire organization or company.
In the past two weeks I have dealt with truly BAD customer service on all levels of the consumer chain-a credit card company that was rude, a phone service provider that did not have a clue how to fix an issue and declared there was nothing to be done, a major retailer with not one but two on-floor sales people that refused to take the extra step to help, a contractor who could not be bothered to call me back, a contractor whose office representative made no effort to work with my schedule to set an appointment, an auto repair shop that did a bad job and would not take responsibility...trust me, the list goes on! Why don't people care?? Now more than ever Customer Service is the single most important marketing tool any company can have. Please Visit Dealing Old Maid and the Shopping Bag Chronicles
The customer is why you go to work. If they go away, you do, too.
David Haverford
David Haverford
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