Some of you may know the Paul Simon song from 1970 (okay so I’m older) from the album Bridge Over Trouble Water. Over the last few weeks keeping the customer satisfied has been the focus of several client conversations and the presentation I delivered recently ‘Pitch Perfect, Perfect Pitch. Most people it seems appear to believe understanding the customer and exactly how customers are motivated is important for good customer relationships.
Then this last week I’ve had three examples of really poor customer service (and I’ve checked with others each time to find out what they think, just in case). One example was over my phone number at the opticians, ‘This is my husband’s number’ – ‘But you gave it to us,’ ‘No I didn’t you give you this number. I gave you my work number.’ ‘We don’t phone work numbers. and You didn’t tell us you’ve moved.’ I haven’t moved’ ‘Well we took this number from your husband’s file’ After a long conversation I said ‘other opticians are also available’.
Another customer service issue is ongoing with a membership organisation, when I made a comment that was taken as a criticism, has yet to be resolved. This is the second time I’ve had this reaction from them. is this a pattern?
They are currently busy with something else. They will contact me next week, when I’m away every day hmm.
A note on comments on feedback –
Feedback is about raising awareness. It is about the impact of a behaviour, that may or may not be your behaviour not about you personally.
A third interesting encounter was when I put my shopping in the wrong place at one of those detestable (for me) self service checkouts and it was snatched from me, as well as the things I had in my hands. The woman in the train station newsagents then raised her voice at me because I must have looked at her incredulously. I resisted the urge to say anything. But resolved to really not go in there again.
Here’s a slide from an upcoming SlideShare upload from me on how we deal with customer/client/patient/member problems.
Contact details are http://www.developing works.com by phone 01309 676004, 01224 900748, 07796134081 (text or phone)