A Phone Call I had with Bigpond (Telstra) yesterday
(BigPond / Telstra Phone Rep) Emily: Hello, welcome to Bigpond. How can I help you?
Me: Hi Emily, how are you?
Emily: Good thank you, how can I help you?
Me: I have an DSL home account with bigpond, and I have reached my monthly download limit.
Emily: ok
Me: I was wondering if I could buy a data block to up my speed until the next refreash cycle. Do you guys do Data Blocks
Emily : No we don’t
Me: you don’t
Emily: No
Me: hmmm
Emily: whats a data block?
Me : right. Thank you…
Just another great example of customer service representatives more eager to end a call than provide good customer service and solve a customers problem. Seth Godin does some great post on this (one of my favourites here…)
It is astronomical how many companies are guilty of this. Yes, cost are a concern, but we must realise that every touch point of our organisation is a marketing opportunity (however subtle or instantaneously unfruitful).
Heres an idea – perhaps instead of calling your company's customer servives reps just that, perhaps call them customer problem solvers or customer mechanics, or customer Einsteins. Change your reps view of themselves, how they view their job and how they exceed at their job (satisfiing customers rather than measuring number of calls taken) and make them feel empowered to help people. Its true – but helping people is rewarding and empowering – even if it is your job.
Aside: for some info on how telstra views its customer reps (and ultimately their customers), check out the Four Corners report here!)
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Thursday, 5 July 2007
Wednesday, 30 May 2007
Gone in 60 Seconds….
Waitress 1: Sorry we can’t make changes to the breakfast menu.
Customer 1: I just want the BLT served on rye bread instead of a baguette?
Waitress 1: Sorry, but we don’t make changes.
Customer 2: Can I get a Skim latte please?
Waitress 1: We don’t do skim?
Customer 2: what about Soy?
Waitress 1: Yep
Customer 2: So you do Soy milk, but not skim! Why?
Waitress 1: We just don’t…
10 minutes later…
Waitress 2: Hi, um…it seems we have run out of baguettes, would you mind the blt served on bread, or would you like to change your order?
The above was an exchange that a friend and I had with a waitress on Sunday, as we had breakfast at a café close to where she lives.
The Café is not expensive. Nor is it exclusive. It is just your typical, hip Melbourne-Fitzroy corner café. There is nothing on the menu saying why menu items cannot be altered. And each time my friend asks to have an item altered (always the BLT on Rye...such a creature of habit!) she gets inconsistent answers from the wait staff...
Make me feel special. Make me think my happiness is important to you. Get me to feel like I am part of your customer community? And I will care about you and be one of your business advocates. If they really wanted to stick to this policy what should have been said or stipulated on the menu…
Due to our small kitchen, and the busy customer traffic we experience, to ensure that all our customers get their meals quickly (and while they are still hot!), our kitchen staff unfortunately can not make changes to the menu items. We hope you enjoy your meals – and don’t forget to ask our staff about our daily specials!
Know your business value points in the minds of your customers.
A great contrast to this, comes from a company that truly understands what value it really provides to consumers - McDonalds…
Bangkok McDonalds promises your order in 60 seconds or you get a coupon for a free drink. There's an electronic timer that the customer pushes to start the countdown. Reports from when the program was first introduced, indicate the staff seemed to have fun trying to get the order done in time. The customer is being reinforced of the message that - this is fast food, McDonalds strives for consistency and customer service, and how “customers” felt was in the forefront of McDonald’s business model! I can’t think of anything else that would be more important for McDonald customers to know!
Customer 1: I just want the BLT served on rye bread instead of a baguette?
Waitress 1: Sorry, but we don’t make changes.
Customer 2: Can I get a Skim latte please?
Waitress 1: We don’t do skim?
Customer 2: what about Soy?
Waitress 1: Yep
Customer 2: So you do Soy milk, but not skim! Why?
Waitress 1: We just don’t…
10 minutes later…
Waitress 2: Hi, um…it seems we have run out of baguettes, would you mind the blt served on bread, or would you like to change your order?
The above was an exchange that a friend and I had with a waitress on Sunday, as we had breakfast at a café close to where she lives.
The Café is not expensive. Nor is it exclusive. It is just your typical, hip Melbourne-Fitzroy corner café. There is nothing on the menu saying why menu items cannot be altered. And each time my friend asks to have an item altered (always the BLT on Rye...such a creature of habit!) she gets inconsistent answers from the wait staff...
Make me feel special. Make me think my happiness is important to you. Get me to feel like I am part of your customer community? And I will care about you and be one of your business advocates. If they really wanted to stick to this policy what should have been said or stipulated on the menu…
Due to our small kitchen, and the busy customer traffic we experience, to ensure that all our customers get their meals quickly (and while they are still hot!), our kitchen staff unfortunately can not make changes to the menu items. We hope you enjoy your meals – and don’t forget to ask our staff about our daily specials!
Know your business value points in the minds of your customers.
A great contrast to this, comes from a company that truly understands what value it really provides to consumers - McDonalds…
Bangkok McDonalds promises your order in 60 seconds or you get a coupon for a free drink. There's an electronic timer that the customer pushes to start the countdown. Reports from when the program was first introduced, indicate the staff seemed to have fun trying to get the order done in time. The customer is being reinforced of the message that - this is fast food, McDonalds strives for consistency and customer service, and how “customers” felt was in the forefront of McDonald’s business model! I can’t think of anything else that would be more important for McDonald customers to know!
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