What was the difference in these two service experiences? One of these businesses got my money because of positive experiences with their touch points. A touch point is any point of direct interaction between a stakeholder and a business. In this case, I experienced 4 touch points: the website, the initial phone contact, the phone contact with the tech, and the actual service call with the tech. All of these were positive which makes me a happy customer.
Finally, determine how you’ll know for certain that the customer was satisfied with your “customer service.” If the customer’s not satisfied, your Telus customer service system has failed, no matter how good you think it is.
It is important that you have a plan on getting your customers views on your products and services. But, it is also important to be honest about what you are going to do with that information. Are you really changing your business and the things that your customers feel important and are not getting in a good way?
It is also very important for you to make your website totally error free. This is also part of your customer services. When someone tells you that there is something wrong on your site, you will need to fix it as soon as possible.
The easier it is for your customers to purchase from you, the more likely they are to purchase now and return in the future. Eliminate cumbersome hoops whenever possible. In this day of credit cards providing a “buy now” clickable link increases sales.
Add training. Keep your focus on the culture and get it ingrained in the employee as soon as possible. If you have hired someone with the right personality and attitude, add to that an understanding of the company’s vision, mission and goals.
Everyone has frustrating stories to tell about voice prompts that go nowhere. They don’t cover your problem and they continually loop back into the system without a way to speak to a live operator. Make it easy for people to speak with someone. Test your systems thoroughly. Automation can be a great help and a cost saver for organizations but it must be used judiciously.
So, it turns out that Pizza Hut and K-Mart really do have something to teach us about customer service in IT after all. How did you learn customer service? What does it mean to you?