At some stage we’ve all found ourselves on the receiving end of shoddy customer service or an unfulfilled sales promise. How you react to the situation is vital if you stand any chance of being compensated. Screaming down the phone at a junior sales assistant won’t help; neither will hurling your stiletto at the nearest member of staff. So what should you do?
With all of the specials, offers, and new ways to bring home all those wonderful new toys out there is it any wonder that we end up putting ourselves in bad scenarios? In the end, we must be responsible for our own shopping decisions. Don’t let yourself be taken advantage of and don’t continue to give money to a company that does not make you feel wanted. You must stand your ground as well. Do not let poor Telus customer service deter you from asking for what you deserve and what you paid for. When I had recently had an issue with one of my products, I did not stop until I got what I felt I deserved. It took me nearly a month of back and forth, but it worked.
Begin with hiring. Have you heard the old saying, “hire for the attitude and train the skill”? That holds true in building a customer service culture, but take it even further. Consider the personality of the potential employee and how it will fit in the long term with the culture you are trying to build.
There are few things consumers dislike more than a company that have well-trained sales people and poorly trained customer services service personnel. You do not want your customers spreading bad publicity about your customer service, since if they do they’d be reversing your marketing efforts. So spend just as much time training your customer service personnel as you do your sales force.
The question a business leader should ask is: ‘Am I rediscovering new viable hungry crowds?’ No customer group will remain the same forever. Aggressive competitors not only imitate attractive offers, they create new ones. This means that established companies must continually strive to discover new customers for their business.
Another benefit of this market is that you’ll have a pool of skilled users . Just get a user forum running, and that’ll relieve you from most of the support job. The users would be able to help each other here. Many established companies have a well kept user-forum that acts as a support system. However keep a watch on the forum, to avoid getting back-bitten, though that wont take up much time on daily basis . Phone & chat support can be avoided here. Users would prefer to have an efficient email based ticketing systems like Cerebrus HelpDesk or kayako.
If a customer can’t find something and no one helps them. Then you lost the sale. Take study of your customer if they look like they cant find something, step in ask if they need help.
After the representative replied to your problem, you need to follow instructions based on what you have experienced for now. If there’s nothing to do, you can wait until the issues are resolved by the customer service employees. They might summon a group of technicians who can fix your TV’s reception, and it is part of their quality service. This is where a customer or subscriber like you needs customer service employees. Without customer service, your problems will not be solved easily. It means that you will solve the problem by yourself, and it is quite difficult. Always remember that a company needs a group of people to resolve problems and issues, and their employees will do it for all of us.