Years ago, I frequented a well-known quick-service restaurant for their Special Broiler Meal, a fast-food lunch of broiled chicken sandwich and french fries. But instead of taking the large cola with the package, I always asked for a small glass of orange juice instead. Predictably, the counter staff would freeze up with uncertainty and refer
At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems. Except for one problem: they don’t have the latest computers on display! Managers in the company’s Sales Department have decided their latest products are better off on
My friend Nancy was learning about her international call back service and exchanged e-mail with their office in Seattle. She still had unanswered questions and e-mailed them once again. The same person responded, suggesting that Nancy read the material they had sent. But Nancy had not received any materials, so there was nothing to read
When there is a genuine desire to see organizational culture change occur, feedback from all directions is vital. Gaining input from supervisors, colleagues, subordinates and customers can foster an organizational culture change that’s built on service. Do you encourage customer feedback with hotlines, focus groups and in-depth customer surveys? These things can help with a
The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease that can help improve customer experience. But people design the business processes we use. And sometimes, someone puts sand in the grease. The end result is a breakdown or slowdown that does nothing to improve customer experience. A
I was making arrangements to attend a conference in Los Angeles, California. As a frequent flyer, I receive award coupons offering a 50% discount from normal hotel rates. I contacted the call center of a major hotel chain to make my reservation. The reservations clerk was friendly and very helpful. She took my name and
Rules don’t always make sense. If they get in the way when you measure customer service quality, fix them. A great example of the need to measure customer service quality against policies comes from one of my trips. I wanted to make a three-day car reservation for a visit to San Francisco. I called Hertz
When there’s a need to improve customer satisfaction, looking at policies and procedures is a sound place to start. A great example of why this is so important comes from an acquaintance of mine. Alice’s prepaid telephone calling card said “Expires August 31, 2001” on the back. She decided to use the remaining value of
Some rules are put in place to improve customer service policy. If they don’t work, however, they can leave customers baffled and even angry. A case of a failed attempt to improve customer service quality comes from a friend of mine. In Australia, Matt and two friends went to a fast-food drive-through for lunch. They
It shouldn’t take a trip to a customer service training program for companies to identify and alter policies that work against them. When rules are constantly bent, it’s time to do some exploring as to why. An example of a hotel that could have used a lesson from a customer service training program comes from
