The 3 faces of customer service


customer experience - The 3 faces of customer service

Companies are run by people. Some do a great job putting the customer first and growing, which ultimately rewards investors. Others do not do it. Some focus primarily on investors and numbers, simply not taking care of the client or taking care of him or her. This approach can have a serious and long-term negative impact on the business.

Here are some examples of what some companies are doing right and wrong.

Stellar Customer Service

The Ritz-Carlton hotel is exceptional. He has a long history of training his workers to stand as ladies and gentlemen serving ladies and gentlemen. If a customer has a problem, each employee is allowed to do whatever it takes to make the customer happy, even if it means spending money. The reason is simple. A happy customer is a permanent customer. This philosophy has worked for Ritz-Carlton in the long run.

LL Bean is a clothing company that has existed for decades. He has some retail stores, but most of his business is done online or through his 800 number. He does business in a good way. There is always a real person available to help you at any time. They rarely do anything wrong, and when they do, they are always there, live, to do things right, keeping the customer very happy the right way to the old.

There are many companies that do a great job and other companies could learn from their examples. So if treating the customer with respect and having a superior quality is the secret of success for some companies, why do other companies treat their customers with disrespect?

Bad customer service

LA Fitness has good health clubs, but it does not seem to care about the client. I was a member and I loved it, so I also enrolled my son. A few years later, I learned that he had canceled membership and had not gone there anymore. I checked my credit card statement and saw that I had been charged all the time – and, in fact, the fees had more than doubled.

When I called about the problem, LA Fitness found that there had been no club use for years and agreed to stop l & # 39; membership. However, he could not find the original cancellation request, so he refused to refund me several thousand dollars in unused membership fees. It was an error from the point of view of my client.

LA Fitness forced a client to pay for the default of his own employee to submit the cancellation request for processing. Do not you think that if a customer does not use a membership for a long time, but continues to be charged, that a company at least should contact the member to check the subscription? This careless attitude made LA Fitness fail in my customer service test.

Wells Fargo is another example of bad service. I am not talking about the big scandal of last year. I'm talking about how the company handles customer issues today. I've used his website to set up automatic payments for regular bills. I have done it for many years. I started with Wachovia before his acquisition. At the end of 2017, I stopped making automatic payments to Blue Cross Blue Shield because it had stopped serving Georgia.

Last week, I received an email from Wells Fargo saying that he had sent the monthly payment one more time. When I called, it was said that I had stopped the payment for December only. No, I had planned to stop it permanently, I say. The procedure must not have been clear on the website.

Instead of taking responsibility for solving the problem, Wells Fargo said that he could not do anything. Now I have to wait several weeks to get a few thousand dollars from Blue Cross. The lack of clarity on the Wells Fargo site has caused me a lot of aggravation. Wells Fargo did nothing for his client. The bank with Wachovia was a much better experience – Wells Fargo failed the customer service test.

Show improvement

Comcast is an example of a company that drove me crazy but over time grew and changed its habits. Today, it is a business much better managed than ever before. Ten years ago, it was a much smaller cable TV provider that focused solely on the investor, not on the customer.

It has grown and matured over the past decade, and Comcast is now a great example of how a business should work. He always focuses on the investor, but he also focuses on the customer, trying to make sure everyone is happy – and he is doing a better job than ever before.

So, there are three kinds of companies: good companies, bad companies, and ones that were not so hot before but have improved rapidly. So where does your company fit into this model? This is an important question.

I'm sure you can come up with your own list of companies that do things right and wrong. In which list would your company fall? If you want to keep growing, you must be on the right list.

My father's lesson

When I was young, my father owned a small business – a meat market. I learned the rules of the road retail from him. He always said that the customer is right, even if the customer is wrong. He said you can win the argument, but you will lose the customer. So, bite your tongue and always, always put the customer first. In this way, the customer will come back.

It was a great lesson that I never forgot. Focus on the customer. Without your clients, you have no business. It's a lesson that every company, every executive and every worker should have at heart – especially when there is competition and choice. Remember, as Ritz-Carlton tells his employees, "We are ladies and gentlemen, serving ladies and gentlemen." This is a very good rule to follow, do not you think?


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Jeff Kagan has been a columnist for the ECT News Network since 2010. He focuses on the wireless and telecommunications industries. He is an independent
analyst, consultant and speaker.
Email Jeff.

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