10.28.14
The Same Answer?
Purchasing a larger ticket item for our kitchen remodel, we had to deal with the challenges of back orders and inaccurate information. In frustration, I called the supplier to obtain an update and received the standard non-answer that I was given before. I asked to speak with the customer service representative’s supervisor and was flippantly told, “You can talk to my supervisor but you are going to get the same answer.” Needless to say, my blood pressure went up a few points as well as the volume of my voice. The supervisor answered the call and had the issue resolved in a few minutes and was very professional.
When employees have the flexibility and capability to give customers the information they need when they need it, it is critical to the continued success of a company. The more hoops that a customer has to jump through for information on an order or concern the more frustrated the customer becomes. Educating and training employees on handling difficult issues and challenging them on how to resolve an issue rather than allow it to spiral out of control can only lead to strengthening the market position of a company.
Regards,
Brian
