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In This Month's Issue: Service Recovery
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About 5 minutes to read Welcome to the People Smart Toolbox, the monthly email newsletter packed with ideas, insights, and inspiration for increasing your personal skills, staff development, conflict resolution, and customer relations enhancement. Subscribe to The People Smart Toolbox and receive two valuable FREE Teambuilding Resources. |
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**************************************** This Month's Hot Links Article: I Used to Be Your Customer Article: Angry Customers, The Best Form of Advertising**************************************** Are the employees in your business or organization equipped and empowered to adjust a disgruntled customer's complaint to his/her satisfaction? Yes or no? Your answer was possibly yes and no. Adjusting complaints quickly (service recovery) may be something that you've talked about with your staff but haven't formalized a training policy and communicated its importance. Actually, a dissatisfied customer creates a wonderful opportunity to generate positive word-of-mouth advertising for your business or organization. If the complaint is solved quickly with an upbeat attitude and the customer gets more than they expected, they become a supporter/advertiser for your business. According to customer surveys conducted by various organizations, a customer with a "better than normal" experience will tell 5 people about their experience! The small amount of money and effort that is spent to ensure a customer receives more than they expected is what compels them to be an advocate for your business. The customer will want to tell their contemporaries, business associates, and family members about their good fortune. Their unscripted heartfelt adulation for their extraordinary experience positions the hearer to want to receive the same fine service. They may indeed become a new customer. The secret is to give a small gift after the complaint has been resolved. The amount spent on the small gift will come back many times over in the form of new customers. Existing customers will feel goodwill and positive emotions toward your organization. What small gifts does your business use for winning the mind of your customer? Look at the case study below.>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> It is very much worth your time to develop a plan-of-action within your organization for how to best deal with unhappy customers. Get the concepts internalized with role playing and critiquing. To learn more about the art of service recovery, consider a video (CD or DVD) titled "Service Recovery". It details the right and the wrong way to handle a goof-up. It is an excellent tool for teaching and empowering employees to be positive advocates for customer attitude repair. Service Recovery Training<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< A Case Study Recently, my wife and I were dining at the Willow Creek Restaurant in Mason, Texas. As usual, we split a meal because we didn't want a lot of food. We ordered a chicken breast dinner and specifically asked that it not be cooked with any spices. The server duly noted our requests on his order pad. When the chicken dinner arrived, the chicken breast was prepared with what seemed like a double amount of spices. We brought it to the attention of our server and he resubmitted our order. About 10 minutes later he brought us our meal the way that we had ordered it. He adjusted our complaint quickly and without any negativity. The meal was very good, just like we ordered it. Before we finished, the server said he would like to treat each of us to a piece of pie because of the mistake on our order. We rarely eat pie, but who can turn down a piece of FREE pie? We each ordered our own piece of cream pie and boy did it taste good! We left a bigger-than-usual tip on the table and our feelings about the Willow Creek Restaurant are even more positive than before. Because an alert server was empowered to exercise service recovery by offering two pieces of pie, you are learning about a great restaurant and they are getting an advocacy message sent to a large number of people subscribed to this e-zine. Here is what the server did right:
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Staff Involvement—They have the answers and the questions. What system do you have in place for service recovery excellence in your organization? Send an e-mail to your staff and ask them to develop ideas for exceeding the customer's expectations when bad service is received. Your employees will provide good ideas that you haven't considered. Take those ideas and formulate them into an "official protocol" for your business. Introduce the ideas and the training (role-playing is a must) with the specific intent of creating customer advocates for your organization. Every business or organization—medical arts, professional service providers, business-to-business operations, retail, manufacturing, real estate, automotive services, nonprofit organizations and government—can benefit from a proactive attitude of service recovery. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Would you gain more new customers and loose less regular customers if all your employees were trained in exceptional customer care? Many businesses are reluctant to invest in training their employees in the art of good customer service due to the high cost of travel, workshop fees, and missed time at work. Ninety-percent of all companies don't want to spend any money or time training their employees or they don't have the professional facilitators to implement a program. People Smart Tools has available SQI (Service Quality Institute™)training systems for organizations (non-profit and profit) that want a results-oriented program that can be administered by members of their staff. Click here to learn more about the Service First Video Library™. <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<5 Benefits for Developing a Service Recovery Protocol
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Contact Information ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
email:
rj@peoplesmarttools.com
phone:
(325) 792-1148
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