When Service Quality is Not Job 1
A best practice in service excellence is to implore employees to deny (almost) no customer requests, to never tell a customer “no.” Whereas it might be feasible to never reject a customer return when you are selling shoes or clothing, the return of a $250,000 software implementation or piece of machinery is another matter. This strategy involves leveraging your company’s chain of command.
When a front-line service person can’t satisfy a customer’s request, the practice is to allow the customer to make his or her appeal to a higher authority. Determine the best chain of command to escalate such calls, as well as the appropriate maximum level of calls a customer might go through. The higher an issue is taken, usually the more adroit the manager who can address the concern and ameliorate the customer’s frustration.
The higher a customer concern goes, the more attention the root issue gets, preventing the issue from occurring again.
- Ag markets posted a mixed showing before the long weekend
- Central American farmers generate energy from coffee wastewater
- Big potential in China for U.S. corn, livestock exports
- Outback Guidance introduces next generation auto steer systems
- Ag markets proved quite mixed again Friday morning
- Court ruling in Hawaii finds that crop protection is state law
- No El Niño in 2014? Drought-weary California in trouble
- Suspected Bt corn rootworm resistance in Pennsylvania
- Soybean aphid numbers on the rise
- BioNitrogen to build second fertilizer plant in Texas
- Commentary: Setting the record straight on 'Waters of the U.S.'
- Anti-GMO proposal denounced at Safeway shareholder meeting