Customer Service Is Dyingóand Iím Not Feeling So Good Myself! |
Setting goals that will take you where you want to go.
by Garrison Wynn
Have you ever called a company and been greeted with the phrase 'Hold, please'? How do they know you can hold? They donít even know who you are. Maybe you canít hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, 'I canít actually help you; Iím just paid to apologize, and Iím really sorry about that.'
Being frustrated, by a lack of customer service is nothing new. It just seems that in the last few years, companies have become more innovative when it comes to not helping you solve your problems. I recently asked a hotel employee to help me with my luggage. He told me to hold on and he would have someone look into it. I thought, 'Hey, youíre someone - why canít you look into it?' I realize that we are as busy as we have ever been, and that many younger people, were not brought up in the traditional culture of customer service. But none of these excuses will protect your business in todayís challenging economy, where customers are questioning value even with companies they have known for years.
Maybe itís time to get back to basics and make service a real priority. Sure, plenty of companies claim to offer great customer care. But, raising your service standards requires more than a promise; you need to set concrete goals and establish effective procedures to meet them. Whether you own the company, handle key accounts or just accidentally encounter your customers, youíll reap huge benefits by applying the following customer service goals:
On the Phone
Garrison Wynn is a nationally known speaker, trainer, and consultant. He is the president and founder of Wynn Solutions, specializing in turning talent into performance.
Copyright Garrison Wynn. All Rights Reserved.
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