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
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