Customer Service:
It's Not Just a Department, It's An Experience - January 2012
Welcome to the January 2012 issue of "Customer Service: It's Not Just a Department; It's an Experience." I hope you enjoyed the holidays and got to spend some time with family and friends. How many of you have made New Year's resolutions? Were they to lose weight, quit smoking or have a better work life balance? Did any of you make a resolution to take better care of your customers? If you did, you won't want to miss this month's newsletter to learn what NOT to do when it comes to taking care of your customers!
Welcome to our many new subscribers and new clients. Our goal is to help you improve the experience you are providing to your customers, increase customer retention and generate additional revenue through cross-selling, up-selling and referrals.
Enjoy this month's newsletter!
In This Issue:
Are You Listening? | Aren't You Glad This Employee Doesn't Work for YOUR Company? | Are Your Employees Speechless?
Are You Listening?
Just one day after a back lash of customer feedback, powerhouse Verizon Wireless reversed its decision to charge a two dollar fee for users who make single bill payments on a month-to-month basis online or by phone. Soon after Verizon Wireless disclosed the fee, customers began criticizing Verizon Wireless on Twitter, Facebook, and Web forums, with some even setting up online petitions. Are you wondering just how powerful is social media? Verizon Wireless customers started more than 35 petitions on Change.org against the fee, including one that was joined by more than 95,000 people within hours. Now that's powerful!
Just last month, customers spoke out about Bank of America Corp. charging a fee for debit card users. They too used online campaigns to pressure the company into reversing their decision. Your company could be next. Where yesterday your customers used "word of mouth", today's customers are using "word of mouse" and as you can see, word gets out faster than ever before. Social media networks allow your customers to mobilize and give their opinions on how they feel about your business and they can do it in all of a matter of hours.
Verizon's decision to reverse its fee and respond in such a swift fashion showed they were listening. Dan Mead, President and Chief executive officer of Verizon Wireless said in a statement, "At Verizon, we take great care to listen to our customers. Based on their input, we believe the best path forward is to encourage customers to take advantage of the best and most efficient option, eliminating the need to institute the fee at this time."
Social media is a powerful tool your customers can use against you, but it doesn't have to be that way. In fact, you can use it to your benefit. The goal is to have your customers become raving fans about your business. When you delight your customers, they will tweet positive experiences about your company not negative ones. Social media gives you an opportunity to engage with your customers and listen to what they are saying about you, good, bad or indifferent. Think of it as an online temperature check as it allows you to make some adjustments or changes just by listening to what your customers want and don't want, like and dislike. And it's free! Your customers are talking about you, whether you are in the conversation or not. Are you listening? Can you hear them now?
Aren't You Glad This Employee Doesn't Work for YOUR Company?
FedEx Guy Throwing Computer Monitor
Don't worry if he did work for your company. It's not like any of your other customers would find out it because not too many people watched the video posted on YouTube, only 8.5 million! Yikes!
Are Your Employees Speechless?
If they are, what impression do you think they are making on your customers?
I visited a Marshall's store the other day and made a purchase. I waited on the queue line for the "board" to tell me which cashier was available. When it was my turn, I went to the appropriate register. I placed my three items on the counter. When the cashier finished scanning my items, I slid my credit card through the credit card machine. The cashier handed me a pen as well as the receipt to sign. I signed the receipt and the cashier put my items in a bag (that's actually progress because the last time I shopped at Marshalls, the cashier asked me if I wanted a bag for my purchase!).
The cashier then flipped the switch to announce that the next customer could approach their register.
That was it. He was done with me. On to the next customer. Wonder if the next customer got the silent treatment too!
I don't think I'm expecting too much from the experience, but how about a smile and "How are you"? How about "Thank you"? "How about "Have a nice weekend"? How about a sign that you are not a robot and are an actual person?
What are your employees saying or not saying to YOUR customers? You might want to find out as if it could have an impact on whether or not they want to do business with you again.
Where's Randi?
I have several speaking engagements scheduled over the next few weeks. If you would like to attend an event,
send me an e-mail and I'll send you the details!
Wednesday, 1/18
International Association of Business Communicators
Melville, NY
Friday, 1/20
National Association of the Remodeling Industry
Cleveland, OH
Thursday, 1/26
Margolin, Winer & Evans CPE Seminar
Garden City, NY
If you'd like me to speak at YOUR upcoming presentation or meeting, call me!
In Conclusion...
Thanks for taking the time to read this edition of "Customer Service: It's Not Just a Department; It's an Experience". It is our hope that you not only get the customer or client, but that you also hold onto them! If you have clients, colleagues or friends who wants to hold on to their customers too, do them a favor and forward them this newsletter.
Until next time, take good care of your customers, or someone else will! See you next month!
Sincerely,
Randi Busse
Call us today to set up a free consultation:631-598-5598
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