As the age of electronic communication continues with email, texting and twittering we don't get the opportunity to listen to each other. Yes we can all respond in a timely manner and supply good customer service. How is customer service really defined? Is it the ability to service a single request that has been asked of you? Or is to satisfy the current request and educate your customer on there options as well as listen to what the customer’s needs are and offer solutions.
I recently have been lucky enough to be on the positive side of a customer service challenge.
After receiving an urgent request through 1 of our websites in which a customer needed to have a camera ordered and delivered next day which was Saturday. The customer had recently had a not so positive experience with a company that responded to him and made promises that were not achieved.
It was 4:30 on Friday and the customer supplied me with a credit card and begged me to promise a Saturday delivery. After checking with our Operation Manager it was possible to get the unit packed up and shipped, the downside is the cost involved in next day Saturday delivery. We were able to ask a relative who was traveling to the area to bring the unit to me that evening and I delivered the package the next day. The customer was very appreciative and expressed his confidence in our company and the ability to help him. We will continue to supply him with products in the future and have established a trust and confidence with the customer and the start of a long term partnership.
The ability to listen and understand a customer’s request cannot be replaced by a quick email or text.
We must take the time to listen and reply with an educated and timely response!
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