This Tip discusses how a friend’s terrible customer service experience led to my deciding to initiate my customer service gambit.
The Customer Service Saga
A friend told me about a terrible customer service experience she had with a company.
Apparently, the company’s customer service representatives didn’t:
- deliver the product she ordered,
- acknowledge that it hadn’t been delivered,
- listen to her needs or concerns,
- honor her request to cancel the order, or
- cancel the order.
She was angry and exhausted from all the time and energy in dealing with the representatives.
She purchased the product from another company.
Then, the original company sent the product against her wishes.
Consequently, she had the inconvenience, insult and injury of having to pay for postage to send it back.
My Customer Service Gambit
As we sympathized with our friend, another friend suggested that I write to the company to offer my customer service workshops.
So I did.
First, I relayed the fact that my friend had had a terrible customer service with their company.
I told them that when a customer has a bad experience, they typically tell at least 10 people.
This can seriously affect an organization’s public image and profitability.
I noted that their mission concerned the quality of their gear, with no mention of serving customers.
So, I offered my assistance in helping their customer-facing staff develop or strengthen their customer service skills.
I mentioned that I have provided highly interactive skill-building customer service workshops for over 40 years.
These workshops are not lecture-based. Instead, they keep the attendees actively involved in learning and practicing new skills.
I offered them a three-hour workshop on Strengthening Customer Service Skills and/or another three-hour workshop on Handling Difficult Customers.
I pointed out that these workshops could be either virtual or onsite.
What Happened
They acknowledged my message immediately.
Soon after, they graciously declined my offer of assistance.
It’s clear that at least the department that handles customer messages understands the importance of tact, diplomacy, and quick action.
It’s too bad that same customer service mentality isn’t shared companywide.
Contacting them was way out of my comfort zone.
But I’m glad I did.
So often, as external corporate trainers, we wait for clients to come to us.
There’s something to be said for actively going after potential opportunities that we see!
If you know that your organization would benefit by giving your customer service representatives better customer service skills, please book a call for a free 30-minute strategy session: http://bit.ly/44yLO5l
