What happens when the customer calls about a problem, but the problem is completely out of your control? Let’s use an online retailer as an example. The customer buys a product and requests it be shipped via one of the typical shipping companies like UPS, FedEx or USPS.
As we close out the year and begin a new one, I thought about what has been trending over the last year or so and what will be important for us to consider as we move forward. Here are just five, but I think a very important five, trends to consider.
I knew it was bad, but just didn’t know how bad. I’m talking about the average time it takes for a company to respond, via different social media channels. A recent study put out by Eptica evaluated 500 US retailers’ ability to respond, by asking ten routine questions.
I recently read an article by Peter Economy in Inc. Magazine. In honor of Disneyland’s 60th anniversary, he compiled 37 inspiring quotes from Walt Disney and some of his movie characters. I chose a few of my favorites and tied them to customer service lessons we can all use.
If you follow my work, you know that I believe that customers should be treated with dignity and respect, even when they’re wrong (and yes, they can be wrong). But what about when the customer is right and you are wrong? Or when they have a simple request?