About This Economy?
"Instant, mindless cutting of R&D or training or salesforce travel in the face of a downturn is often counterproductive--or, rather, downright stupid. Tough times are in fact golden opportunities to get the drop, and the long term drop at that, on those who respond to bad news by panicky across-the-board slash and burn tactics and moves that de-motivate and alienate the workforce at exactly the wrong moment."
What stands out to me are: “…mindless cutting of training, etc.” and these times are ‘golden opportunities.”
Interesting fact: The Chinese symbol for crisis and opportunity are identical.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies willing to significantly improve their customer service, as this enables you to stand out among your competition.
By providing world class customer service, and listening to what the customer needs and wants, you are more able to satisfy your customer’s needs. This allows you to not only retain the loyalty of existing customers, but through positive word-of-mouth, procure new ones without massive spending on marketing and advertising.
This is vital since these same survey results showed that in the online market in particular, 4 out of 10 people halted all business with a company after just one instance of poor customer service. A favorite expression (don’t know who said it) you don’t get a second chance to make a first impression!
Back to listening for a minute, which is a major component in communication…I just finished reading A Whole New Mind by Daniel H. Pink. He reports research from twenty years ago when doctor-patient encounters were videotaped. They found that the doctors interrupted their patients after an average of 21 seconds. A more recent study shows that doctors have improved. It’s not 23 seconds before they interrupt (p. 110). While we can all probably relate and even chuckle, if we move this to the customer service arena, what happens? Customers don’t get listened to. And what do customers want? What do we all want? To be treated with dignity and respect, and to be heard!
today’s world repetitive, routine, ‘just the
facts, mam’ issues can be handled through self service
usually efficiently and effectively. Therefore, the more
complex, complicated, and excelerated calls are necessitating
human contact. Tools, techniques, common phraseology, and
language are just a few requirements for world class customer
all, as you’ve heard me say many times, we, the people,
are who make the difference.
Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition, Customer Service and The Human Experience and Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck, and hot off the press How to Kick Your Customer Service Up A Notch: 101 Insider Tips as well as her popular ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! available at http://www.HumanTechTips.com. Reach her at Rosanne@human-technologies.com.