Customer Service: Is It a Service of the Past?
What Does Inconsistent Customer Service Cost a Company
Day 1 - Part 2 - Then Another Employee Changed the Experience
I went to the front, where another employee handled the situation entirely differently.
He apologized.
He replaced the cinnamon roll.
He put the new one in a box.
He explained how to warm it.
He offered me a cookie for the inconvenience.
The difference was striking because the underlying problem had not changed.
The customer-service response had.
One interaction communicated, at least to me, “Go somewhere else and have somebody fix it.”
The other communicated, “I understand. Let me take care of this.”
That difference costs almost nothing.
Its value can be enormous.
Leaders ask Yourself and provide your Thoughts as it pertains to your organization.
If two employees can handle the exact same customer concern completely differently, what does that say about the consistency of your customer-service standards?
Are your employees empowered to take ownership of a customer's concern, apologize when appropriate, and resolve it without sending the customer somewhere else?
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