eye95
Well-known member
I just gotta vent, having spent an hour on the phone after dealing with an uncooperative manager at the commissary. Part of that hour was spent talking with a so-called customer service representative who had no clue how to listen, and later with his supervisor who had remarkable listening skills.
There are two keys to customer service which all but guarantee satisfied customers:
1. Listen. Actively try to glean the customer's underlying message so you can deal with it and not with what you mistakenly think is the problem.
2. Give 'em the pickle. Your company will spend more money not giving the pickle and will likely lose that customer (and other potential customers he turns off to your business) than you'd spend giving the pickle! So...Give the damn pickle!
If you don't know what I am talking about in re pickles, Google "Give 'em the pickle."
[/vent]
There are two keys to customer service which all but guarantee satisfied customers:
1. Listen. Actively try to glean the customer's underlying message so you can deal with it and not with what you mistakenly think is the problem.
2. Give 'em the pickle. Your company will spend more money not giving the pickle and will likely lose that customer (and other potential customers he turns off to your business) than you'd spend giving the pickle! So...Give the damn pickle!
If you don't know what I am talking about in re pickles, Google "Give 'em the pickle."
[/vent]