Posts Tagged ‘customer service’

How Do You Help Businesses/Organizations Improve?

Oftentimes, you will hear the word “excellence” in the mission or motto of an organization.  What is your role as the consumer to help them to achieve the excellence they desire?  Simply provide constructive feedback both positive and negative. No one improves or keeps doing the right things consistently unless they hear back from those they serve.

Recently, I have had a  challenge with an organization that I paid for service to be provided.  I was not satisfied with how they delivered the service nor with the outcome of the service.  As I evaluated the situation, I was informed their is a process in place to appeal the outcome and to request a refund.  What have I learned from taking part in this process?

1.  No one cares more about your situation and your challenges than you do.

2. Employers need to realize that when they allow their front-line employees to be part of the appeal process, that employee may not be well versed to communicate effectively with the customer.

3.  If an appeal process is available to the customer, the organization should provide a timeline regarding when they will respond and the steps available to the consumer so that delays do not occur.

4. It’s okay to talk by phone, but it is best to receive and communicate in writing so that you have proof and documentation.

5.  It is okay to be direct, but try your best not to get angry with the person to whom you are speaking.  If they cannot resolve your issue, ask for the next person in the chain of command.   Do not forget to do #4.  Document, document, document.

As I write this post, my story has not finished, but because of the amount of documentation over 1.5 months, the timeline I was able to provide the organization about their appeal process should help them improve towards their goal of “excellence.”

Are you providing the training needed so your team can become BETTER?

Last week, I was in Midland/Odessa, TX presenting for a local company, Total Office Solution (TOS), with Northwest Arkansas business owner Tim Stanley of Total Document Solutions. Now I typically have fun training on the topics I present, but we added a little flavor to this training in TX.  TOS had a specific intent to train on the personality types and communication styles so their team could improve upon their level of sales and service.  The added twist to the presentation was incorporating a business owner from the same industry, but NOT the same market, to teach on branding, desired outcomes, achieving goals, etc.  It was condensed to a half-day session and designed for not only each individual to gain insight on themselves, but for the company’s leadership to see their overall team dynamics.

What will be their ROI for this training session?  The leadership team has already expressed that they will incorporate what they have learned about the opportunities within each personality type to develop the skills of their team members.  Additionally, the company is a for-profit organization.  As confirmed in the meeting, everyone in the company is part of the marketing team because everyone represents the company no matter what role they are in (e.g. delivery, customer service, sales, billing, etc.).  As a whole, there was an understanding for the need to position the TOS brand as the SOLUTION within their market because quality service is now surpassing the desire for a specific brand of product.

Click on the Contact Scott link at the top of the page to discuss a training for your team.

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