These days it’s far too easy to complain about rubbish customer service but what should you do when you get great customer service?
You see, I believe that the quality of customer service has taken a nosedive in recent years. With the outsourcing of customer-care to call centres etc it’s easy to feel like you’re just a number.
So, in this podcast episode you’ll hear a good example of how outstanding customer service can turn unhappy customers into raving fans:
The key things from this example is that I wasn’t happy but the customer-service rep gave me an option that effectively saved the sale.
What happened was that I bought an amplifier and the company I bought if from sent me an offer for 30% off a few days later.
Have to admit that I felt a bit cheated.
So, I emailed them to let them know that I was unimpressed.
The person who got back to me apologised for the issue and suggested that I cancel my original order and then re-order at the reduced price.
To be honest, this simply hadn’t occurred to me. They could easily have said “tough luck” and left it with me. After all, it was my problem and not theirs.
But no, the customer-service person saved me as a customer by helping me to take advantage of the sale price with no hard feelings.
Yes, they won’t make as much money on my purchase but they now have me raving about Positive Grid because of how well they looked after a disgruntled customer.
So, if you’d to offer great customer service in your business, have a think about how you could introduce some of the thinking behind how I was looked after in this example.
Want more on ‘getting and keeping customers’? Check out:
Why you should keep in touch with customers and contacts. (YouTube video)