Result of a recovery program for customer service

Result of a recovery program for customer service A client recently told me:? Most of the time things seem to go smoothly, but every time we score, we seem to collapse. Where do we go wrong? How did you manage and resolve the conces and complaints of customers is a measure of your position in the "excellent", "bad" or "poor" category of customer service. Many companies are "poor" (average) and the category in which the best defense to describe their indifference operation.Are sure that this is not you? I retued recently from a business trip and was not happy that the two books? D ordered three weeks before had not yet arrived, despite the promises of the seller of books would be delivered in five days. I was shocked and asked the book seller? S long-distance number.While I told the lady who answered the phone as I was unhappy about their inability to offer, and how it has hindered my calendar, she interrupted me with:? Just a minute, sir, you? ll have to speak with customer service? He told me:? I'm sorry, I thought you worked there? He said:? Do? He told me:? Oh, I see, but you're not in customer service? He said:? That? s right? (How interesting!), I said? Well, I guess you? D make me better customer service by then? He said:? They? Spent the day? I have heard in his indifference voice.Not denying his ability to take charge of the situation, he said:? What should I do? He said:? You? We have to remember tomorrow? (Not special t!) N. Customer recovery here. Only indifference and money that goes - the signs of poor tolerance of less than excellent customer service. Do you think that I continue to do business with these people? Certainly not. Not when the competitors are dying to fly away from me! When I have many other options! Poor service, which contrasts with the response from my ISP, Netvision, Wichita, Kansas. Some time ago, when the crossing of equipment, I could not access the Inteet or my e-mail over the weekend for more than an hour, I was unusual.When finally I called the office on Monday to complain, the lady in charge, Melody, was most apologetic, said the material, said he was going to do when I come back in fifteen minutes (as promised), with an upgrade, and when everything is ready, gave me His home number in case this ever happened to the weekend again. Wow! And the piece of resistance - for my next bill, the monthly fee is waived! So what is the difference? The first company didn? T have a customer service recovery program or policy, although I believe that probably have - and their advertising and brochures tell us? They are the best! The second company, Netvision, the market talk, because they knew that they were operating, he knew that the customer has many choices, and they had a system of customer service recovery.How can benefit from a recovery service to customers? Make a list of things that can go wrong and to do, how they should be managed, and how to prevent them from playing. Give your people the tools to do the job? Training, the authority to make a decision, equipment and materials, and information. At staff meetings, employees make? comments on improvements that could be done with the procedures that affect their ability to run. Show appreciation and recognition of efforts and commitment of its people, especially when handling difficult Situations. Call some of your customers? I had a problem and ask them how your business is in the service recovery! John Madden is a speaker, trainer and author of? Leap, Don t Stop? (How to get different results by doing something different). E 'specializes in customer service, coaching skills for managers, stress management through humor, Creative Problem Solving, and interpersonal relations. You can reach him at 1-800-689-6932 or 316-689-6932 or e-mail john@LeapDontSleep.com websites: