Posts Tagged ‘communication’
Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones. However, there is a BUT. And, it’s a big but!
What happens when something goes wrong? Do you think you’re going to be able to solve the problem over Facebook? I can guarantee you one thing. If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook. The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.
So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.
What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com
Is there an epidemic of poor service in your world? What do you do when you receive poor service? Do you “fly off the handle”, “give them a piece of your mind?” Ever give a thought as to how this behavior might be perpetuating the “poor service” epidemic?
Take a minute to think about jobs you’ve had in the past. If you’ve ever HAD a customer, you’ve also BEEN a customer. How so? Well, Communication (and therefore, service) is a 2- way street. And, remember: Wherever you are on the communication chain, you’re either “giving” or “receiving.”
Here’s where the TSA (The Service Advisors) Cure for Poor Service comes into play. Ever hear of the Golden Rule: “Do unto others as you would have them do unto you.”
Here’s an example of how this Golden Rule thing works. Let’s say you order a hamburger from a fast food clerk. She messes up your order repeatedly, and won’t even say she’s sorry for the mix-up. You’re the customer at this moment. Then the transaction starts to shift. You’ve waited 15 minutes for your “fast food”; your anger and frustration start to get the best of you; you “pop” and tell the clerk that she’s incompetent, and you want your money back. At that moment, the “shift” is complete, and the fast food clerk just became YOUR “customer.”
Did your response make her attitude better or worse? Did she learn anything about customer service from your behavior? I doubt it – anyone who is called “incompetent” is going to be even more distant with the next customer. I’m inclined to think that she’ll only get more surly with her customers as the day goes on.
So, the next time you receive poor customer service, and the vein in your forehead is starting to throb, remember to “inoculate” the situation with the TSA Cure. Try out the Golden Rule, and instead of contributing to the problem, be a part of the solution!
For more TSA cures, and tips on how to use customer service techniques to increase sales, go to www.theserviceadvisors.com.