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Casual Articles - Are Your Policies Driving Your Customers Crazy?
When a disaster happens, failing to prepare is preparing to fail. Those that are prepared in advance with the correct supplies and action plan will inevitably be in a better position than those that do not. You should develop a unique action plan for each place that you and members of your family visit; this includes work, school, the gym and the homes of other members of your family.In the case of a disaster contacti
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When t
We tend to put brainstorming in a box and assume that it is a no-holds barred, free form meeting with no structure or focus. But quite the opposite is the case. In fact there are lots of things that can derail a brainstorming meeting and put the meeting into a permanent tailspin.Perhaps the most important don't for brainstorming is don't be critical or judgmental of ideas presented during brainstorming. Successful
Well, imagine that a customer who's been with your company for a while with no complaints finally has a reason to contact customer service because of what appears to be a billing error. She assumes the error will be corrected quickly and she'll go on her way.
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When t
People who own and operate trucking companies know the importance of having a freight bill paid on time. In fact, it is not only important it is vital to the trucker's success in business. Discovering ways around finding a good paying client that only pays every 30 or 60 days can be a very stressful period. Finding a way to pay for the fuel and manpower to continue operating while waiting for payment is the number one issue
Instead, your customer service rep recites a convoluted procedure she'll need to go through to rectify the issue, much to the customer's astonishment. The representative explains by saying, "I'm sorry, but that's our policy and we have to follow it."
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When t
There can hardly be a driver in America who hasn't been cruising down the highway when the regular programming on the radio is interrupted for a test of the Emergency Broadcast System. A brief warning that a test is about to occur is followed by a burst of tones that sounds like it's coming from a dial-up computer modem followed by a reminder that what was just aired was a test.Or, perhaps you live a tornado-prone sec
That procedure might be driven by an arcane control issue in your company -- or perhaps by a legitimate business requirement. But the customer doesn't understand the rationale behind it. In this imaginary scenario, she tries to offer suggestions, but is rebuffed by the equally frustrated employee who seems unreceptive to her proposals.
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When t
Determining the value of a business you are considering purchasing is a tricky subject. Most owners think their businesses are worth far more than they are. And in the end the true value of anything is determined by what a willing seller is willing to sell it for and a willing buyer is willing to buy it for.Step one would be to acquire the use of West’s Business Brokerage Handbook and skim through the rules of thumb
The customer thinks, "Why aren't they open to my ideas? Don't they believe my opinions have value? My complaint is valid, my suggestions are good, and if they don't want to listen to them, I'll take my business elsewhere!"
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When t
Raising capital can be a harrowing affair for most of us, but particularly so for small struggling businesses, disadvantaged groups and those belonging to the rural sector. Often many of these people have done the rounds of the banks and traditional lending institutions only to be turned away because they have not been able to meet their very strict lending criteria. Unfortunately a large number of these people never know th
Finally, at her wit's end, the customer asks to speak to a supervisor. The representative resists the request and even argues against it. When the customer threatens to end her relationship with the company right then and there, the representative reluctantly summons her manager. What has caused this unhappy situation?
Let's simply acknowledge the fact that holes in our policies and procedures can surface every day. In those situations, what our policies allow personnel to do can make the difference between keeping and losing a customer.
Those things include:
1) Sympathizing with your customer's concerns and apologizing for inconveniences.
2) Explaining why the policy exists, especially if it represents a type of customer protection.
3) Offering immediate alternatives to help assuage the situation.
4) Actively recording the concerns for ongoing system improvements, and
5) Making complaint escalation quick and painless, ideally to someone who has the authority to override the policy if needed.
When your policies and procedures cause confusion or don't convey a clear set of benefits to consumers, your customers can be quite sensitive to the "discon
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