Over the weekend when I opened my mailbox I found a plastic bag with part of a Netflix envelope and no DVD. A note from the Postmaster read ” We sincerely regret damage to your mail during handling by the Post Service. We hope this incident did not inconvenience you. We realize that your mail is important to you and you have every right to expect it to be delivered in good condition. We are constantly striving to improve our processing methods in order that even a rare occurrence may be eliminated. Please accept our apologies.”
I decided to access the Netflix website to have a new movie delivered, but did not find a way to report a problem specifically about damaged packages. The Netflix website has a call monitoring tool that tells customers the current hold time for a representative to answer a call. In my case, it was 3 minutes. When I called Netflix I was on hold less than 3 minutes when my call was answered. I explained my dilemma to the customer service representative and I asked if I could get the next movie in my queue sent out rather than the original movie that was sent. I’m currently on a plan that only allows one DVD to be rented at a time. To my surprise, the customer service representative said, “I would be glad to send you both.”
Talk about getting a little something extra. Not only was my call answered in less the time specified, but I was sent two DVDs: the original and the next one in my queue despite being on a plan that allows one rental at a time.
Netflix did a great job by empowering their employee to go up and beyond my expectations and all this because the post office mishandled the package. The entire customer experience was pure excellence!
Comments? Anyone have a similar experience? Please share.
Sure companies have departments specifically called customer service, but does that mean if a customer speaks to someone outside the customer service department that they should not receive good customer service?
How many times have you heard things from employees like “Customer service is not in my job description!” This statement projects a negative image and attitude. Customer service is the responsibility of all employee’s regardless of ones job description.
Customer service starts when a customer contacts a company and corresponds with anyone whether it be an Administrative Assistant, Sales Person, Technical Support Technician or Accounting Representative. All of these functions are a part of customer service and frequently employee’s are too busy wrapped up in individual tasks to consider customer service as part of their job.
It is important to cross-train and encourage employees to work together as a team in order to successfully deliver good customer service consistently with the result being a positive customer experience. Today the importance of customer service is even more relevant as reported in Convergy’s recently completed 2010 Consumer Scorecard Research Study.
“Consumers continue to expect superior customer service experiences, with 65% of survey respondents choosing “addresses my needs on first contact” as the attribute most often selected in their top five customer service attributes, up from 61% in the 2008 pre-recession research. Since they are key to first-contact resolution, “knowledgeable employees” also ranked high, chosen by 62% of consumers as the third most important customer service attribute.”
Listening to the words customers use can help you better communicate with the customer on their level.
One example, are customers that use phrases like “I wish someone would just stop and listen to me”. Try using a response like ” I can hear what your saying.” This is an example of a customer that best communicates and responds utilizing audible expressions.
Another example are customers that use phrases like “No one can see what I am going through.” Try using a response like ” I can in-vision what is happening to you.” This is an example of a customer that best communicates and responds using visual expressions.
Matching the context in which a customer is speaking to you helps a customer feel at ease and builds a connection with the customer.
Online grocer Freshdirect has instituted a “Guaranteed Fresh” mark that appears on every item it’s kitchen produces. According to their website the “Guaranteed Freshness Dates take the guesswork out of shopping so customers can make informed decisions that help plan meals, avoid waste and save money.”
Only FreshDirect offers this unique service, unlike supermarkets and other online grocers FreshDirect sources its fresh products directly from local dairies, fisheries and farms and then ships them directly to the customer.
If you are dissatisfied with any item you order contact them right away, FreshDirect will make it right with their 100% Satisfaction Guarantee.
Companies like Freshdirect that differentiates itself by providing a unique customer experience will continue to thrive against competition.
To read more about FreshDirect’s unique service click here
Your tone of voice is closely linked to your facial expression. A frown on your face makes your voice sound harsh and cold. But a smile will make your voice sound inviting and enthusiastic.
Did you know that it takes more facial muscles to frown than it does to smile?
Research indicates that over the air, your tone of voice is 84% of the message.
To help keep a smile on your face:
- Keep a picture of your family or funny picture on your desk.
- Keep a small mirror on your desk so you can see your smile.
- Put a small sticky note on your desk with the word Smile on it.
Showing empathy can often help diffuse angry customers. When engaging in conversations with a customer try using comments such as:
“I would be disappointed, too, if that happened to me.”
“Oh, no that’s not suppose to happen”
“I can understand why this is a concern”
Relating to a customer emotionally can often turn a difficult situation into one were the customer feels at ease and connected.