Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"

How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service. Many companies fit into the "mediocre" (average) category where indifference and defensiveness best describe their operation.

Are you sure this is not you?

Recently I returned from a business trip and was not pleased to find that two books I'd ordered three weeks before had not yet arrived, despite a promise from the book vendor that they would be delivered in five days. I was naturally upset and called the book vendor's long-distance number.

While I firmly told the lady who answered the phone how unhappy I was about their failure to deliver, and how this had greatly inconvenienced my schedule, she interrupted me right in the middle with: "Just a minute sir,you'll have to talk to customer service"

I said: "I'm sorry I thought you worked there'

She said: "I do"

I said: "Oh, I see, but you're not in customer service?'

She said: "That's right" (How interesting!)

I said: "Well, I guess you'd better put me through to customer service then"

She said: "They've gone for the day" I heard indifference in her voice.

Not wishing to deny her the opportunity to take charge of the situation, I said: "What should I do?"

She said: "You'll have to call back tomorrow" (Isn't that special!)

No customer service recovery here. Only indifference and buck-passing - the symptoms of a mediocre business that tolerates less than outstanding customer service. Do you think I still do business with those people? Certainly not. Not when their competitors are just dying to steal me away! Not when I have many other options!

Contrast that mediocre service with the response from my Internet service provider, Netvision, in Wichita, Kansas. Some time ago, during their changeover of equipment, I was unable to access the Internet or my e-mail at the weekend for over an hour, which was unusual.

When I eventually called the office on Monday to complain, the lady in charge, Melody, was most apologetic, explained about the equipment change, told me what she was going to do, got back to me in fifteen minutes (as she promised) with an update, and when all was fixed, she gave me her home number in case this ever happened at the week-end again. Wow!

And the piece de resistance - on my next bill the monthly charge was waived!

So, what was the difference here? The first company didn't have a customer service recovery program or policy, even though they probably think they have - and their brochures and publicity tell us they're the best! The second company, Netvision, walked the talk, knew why they were in business, knew that the customer has many choices, and they had a system for customer service recovery.

How can you profit from a customer service recovery program?

· Make a list of things that could, and do, go wrong; show how they should be handled, and how to prevent them from recurring.

· Give your people the tools to do the job ?training, authority to take a decision, adequate equipment and materials, and information.

· At staff meetings, get employees' input on what improvements you could make to procedures that affect their ability to perform.

· Show appreciation and acknowledgment of the efforts and commitment of your people, especially when they handle difficult situations.

· Call some of your customers who've had a problem and ask them how your company scored in service recovery!

John Madden is an international speaker, trainer, and author of "Leap, Don't Sleep" (How to get different results by doing something different). He specializes in customer service, coaching skills for managers, stress management through humor, creative problem solving, and interpersonal skills. You can reach him at 1-800-689-6932 or 316-689-6932; email at john@LeapDontSleep.com; web site: http://www.LeapDontSleep.com

---

Google News Updated : Fri, 29 Aug 2008 18:25:37 GMT In Lack of Health Insurance Coverage Texas Is First - eMaxHealth.com Ontario Now In Lack of Health Insurance Coverage Texas Is First eMaxHealth.com - 3 hours ago Texas is at the top of the heap again - this time we are the most uninsured state, health care-wise, in the country. Oh wait, being without health insurance coverage is not a good thing, is it? Number of uninsured Americans drops Bizjournals.com Update2: Number Of Americans Without Health Insurance Drops eFluxMedia dBTechno - UT The Daily Texan - Bolingbrook Sun - U.S. News & World Report all 336 news articles Publ.Date : Fri, 29 Aug 2008 15:22:00 GMT Microsoft to Buy Greenfield, Adding European Web Shopping Site - Bloomberg Siliconrepublic.com Microsoft to Buy Greenfield, Adding European Web Shopping Site Bloomberg - 1 hour ago By Phil Serafino and Dina Bass Aug. 29 (Bloomberg) -- Microsoft Corp., seeking to catch Google Inc. in the Internet-search market, agreed to buy Greenfield Online Inc. for $486 million to add Web sites that help consumers find product reviews and ... Survey Says ... Microsoft Is a Smart Shopper Motley Fool Microsoft to buy price comparison website Financial Times BetaNews - Red Herring - Web Host Industry Review - Xconomy all 356 news articles Publ.Date : Fri, 29 Aug 2008 17:24:21 GMT Gustav on the Brink of Explosive Development - Washington Post Telegraph.co.uk Gustav on the Brink of Explosive Development Washington Post - 1 hour ago Over the past 48 hours Tropical Storm Gustav proved it was a survivor, as it withstood difficult journeys over Haiti and Jamaica. Now it may turn into a monster. Video: Gustav Set to Batter Cuba, Enter Gulf of Mexico AssociatedPress Gustav threatens Caymans after swamping Jamaica The Associated Press KIII TV3 - AFP - Voice of America - AccuWeather.com all 5,361 news articles Publ.Date : Fri, 29 Aug 2008 17:05:23 GMT Evacuations begin in Louisiana - Houston Chronicle Calgary Herald Evacuations begin in Louisiana Houston Chronicle - 1 hour ago By DANE SCHILLER Copyright 2008 Houston Chronicle NEW ORLEANS - About 1000 disabled and elderly residents west of the city are being evacuated this afternoon and New Orleans officials are considering whether to order more people out of the projected ... Video: New Orleans Braces For Gustav CBS Gulf Coast prepares as storm Gustav approaches The Associated Press BBC News - ABC News - Bloomberg - The Swamp - Tribune's Washington Bureau all 4,379 news articles Publ.Date : Fri, 29 Aug 2008 16:56:04 GMT Mayor Melton Advises Public of West Nile Precautions - WLBT-TV Mayor Melton Advises Public of West Nile Precautions WLBT-TV - 57 minutes ago When planning outdoor activities this Labor Day weekend, Jackson residents are encouraged to reduce their risk of contracting West Nile virus by protecting themselves from mosquito bites and removing sources of standing water near their homes. DELAWARE: West Nile virus appears later than usual Bethany Beach Wave West Nile victim's widow ponders his death Newsday Los Angeles Times - eFluxMedia - WSYR - The Olympian all 545 news articles Publ.Date : Fri, 29 Aug 2008 17:28:14 GMT Thai Protest Stops Trains and Planes - New York Times Times Online Thai Protest Stops Trains and Planes New York Times - 54 minutes ago By THOMAS FULLER BANGKOK - Protesters in Thailand ratcheted up their campaign to oust the government on Friday, broadening their occupation to stop trains and block provincial airports, as well as waging an unsuccessful attack on police headquarters ... Thai rioters attack police station Aljazeera.net UPDATE 8-Thai protests hit police HQ, disrupt airports Reuters The Associated Press - guardian.co.uk - United Press International - AFP all 2,319 news articles Publ.Date : Fri, 29 Aug 2008 17:31:31 GMT Detroit mayor's political future back in court - The Associated Press Washington Post Detroit mayor's political future back in court The Associated Press - 1 hour ago DETROIT (AP) - A lawyer for Mayor Kwame Kilpatrick asked a judge Friday to freeze next week's hearing that could remove him from office, accusing Gov. Judge to decide Tuesday on mayor's bid to halt ouster DetNews.com Hearing under way on suit against Granholm Detroit Free Press Chicago Tribune - Crain's Detroit Business - MyFox Detroit - New York Times all 1,672 news articles Publ.Date : Fri, 29 Aug 2008 17:06:32 GMT RSS to HTML Increase Search Engine Traffic

PARLOT::Ebooks, Scripts, Websites, and more...

Adsense websites

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Top 10 customer service tips

1. Hire people who have a service attitude. Some people... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More