Quality of service is a big thing with me. Customer service goes a huge way to customer satisfaction and for the umpteenth time they failed to deliver yesterday so I was on the system to them and the lady I usually deal with came back quickly and suggested unexpected circumstances prevented delivery. Then they asked "How did we do?"
I need no second invitation as those who know me are fully aware. So I gave them (nicely) both barrels explaining that this wasn't the first time and that they regularly fail to deliver or don't deliver everything I wanted and here's the thing. If they had proactively said - sorry there's been something unexpected then I'd be OK with that, we all f**k up and it's how you deal with it that's important.
I was writing elsewhere about how I used to tackle these sorts of problems. I'd quickly evaluate what was about to or had happened and go see the customer straight away with an apology and a plan on how it was going to be dealt with. This would mean upping the number of times I'd call them and keep them informed. I'd get agreement,. follow up with the plan and execute the plan. But so many people would lie or try and hide the truth and that becomes cumbersome, unwieldy and difficult to maintain. 99% of the time the customer would find out anyway. They used to say I was fearless and didn't I mind being shouted at? Well not really, don't put it off, you rarely get shouted at but you need to approach the customer in a way that yelling at me isn't going to get this fixed.
I will check in a minute that it is actually coming, I haven't seen a dispatch note so I am not convinced.
No comments:
Post a Comment