It's just a short post, thanks to the incompetence of customer service at USAirways. My post from two weeks ago, explains the challenge. USAirways called last week, I responded and then today came another call...
The rep that called had no idea what my compliant really was and had never read the blog post, even though I sent them the link. However, she did say, "I don't have time to read blog posts since I have so many customers that need my help."
So, here are the key points to remember in your own customer care operations:
1. When you have a challenge respond quickly and have some solution ready to offer your customer.
2. At least read what customers send you, whether it's a letter, spray painted on the side of a building or carved into a tree! LOL
3. Before you contact a customer make sure you at least understand the complaint!
One of the best explanations of great customer service I've ever read is from Gandhi:
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
© IckeT - Fotolia.com
We've postponed the f64 Lunch Bunch for a few weeks. There's so much going on in everybody's lives right now in terms of help and education. However, we're all still here to help and just an email away.
And if you missed the May 6 lunch with Bobbi Lane and Tony Corbell - it's pretty amazing. The video is just a click away.
ClickCon 2020 Circle the Dates!!
The pandemic may have moved the dates for 2020 to August 10-13, 2021, but that's NOT slowing Team ClickCon down. Stay tuned for new programs online with ClickCon Nation! It all starts on August 11th.
Check out "Why?" one of the most popular features on the SCU Blog. It's a very simple concept - one image, one artist and one short sound bite. Each artist shares what makes the image one of their most favorite. We're over 100 artists featured since the project started. Click on the link above and you can scroll through all of the episodes to date.