When it comes to Customer Service, there are all kinds of tools, but in reality, there is a much better way to make sure your customers are satisfied. One simple rule, a simple formula, follow it and not only your customers will love you but they will become walking talking billboards for you.
Without further delay ; Here is the biggest secret to an amazing customer service: create an awesome easy to use product and your customer service will get a boost you won’t believe. A great, easy to use product is the best form of customer service. If people love your product and it is easy to use, you will have more satisfying customers than you can imagine. You can either focus on that or you can do the second best thing.
The second best thing is to make sure you handle your customers immediately, those who rave about you and those who are very angry. In both cases, people want to be heard. Train your customer service department to listen, agree and promise to sort whatever the issue is, as soon as possible. The department should be integrated with all other departments and a complaints should be dealt with within 24 hours.
Even if the result is not what the customer is looking for, make sure to get back to them and let them know what you did and what you will do to solve their concern. Sometimes you can change the entire industry because you or your company was under threat not only from the customers but also from the media.
It is not what happens to you but what you do after something happens, which forms the future.
The Chicago Tylenol murders were a series of poisoning deaths resulting from drug tampering in the Chicago metropolitan area in 1982. The victims had all taken Tylenol-branded acetaminophen capsules that had been laced with potassium cyanide. James William Lewis was convicted of extortion for sending a letter taking credit for the deaths and demanding $1 million to stop them, and he was also the primary suspect in the killings despite living in New York City at the time. The incidents led to reforms in the packaging of over-the-counter substances and to federal anti-tampering laws.
But this was a major problem for Johnson & Johnson, the manufacturers of Tylenol, as their market share went from 35% to 8% after the murders which were due to unknown suspect/s tampering the Tylenol capsules with cyanide.
What did they do, how did they respond?
First they removed all products from the shelves, not a decision for the fainthearted.
Once the product was removed from the market, Johnson & Johnson had to come up with a campaign to re-introduce its product and restore confidence back to the consumer.
Tylenol products were re-introduced containing a triple-seal tamper resistant packaging. It became the first company to comply with the Food and Drug Administration mandate of tamper-resistant packaging. Furthermore, they promoted caplets, which are more resistant to tampering.
They also replaced all sold capsules with tablets and the recall was estimated to cost around $100 million.
With it they not only gained their market-share back but tamper resistant packaging is now used by all drug companies in the world. They changed the entire industry. Customer service department worked with all other departments before and after the incident to handle the worst kinds of customer complaints. Taking what comes to you heads on is the only way but always look for solutions.
The word “Muslim” is one of the most talked about words in the Media world wide. It sells newspapers, it gets you more viewers and it fuels discussions. Unfortunately it gets all this interest when it is associated with a negative context.
In the mist of the latest rants about Muslims, a mosque in Texas got vandalized. Jack Swanson, a seven year old kid empties his piggy bank and donates money to vandalized mosque.
“It’s 20 bucks, but coming from Jack collecting his pennies it’s worth 20 million bucks to me and to our community”.
What Jack Swanson did was amazing and we all can learn from his simple but generous way of thinking.
The story would have ended there if his act of kindness did not produce something magnificent.
What the Mosque’s customer service Did in Return Made me Proud To Be Muslim. You Must Read The Message on The Picture:
This is what you call customer service.
In today’s fast moving, high tech world, it is often easy to forget the most important component of business is the customer, yes the one who really pays the bills. Customer service has been reduced to a faceless, nameless, and often voiceless entity. To satisfy your own customers, there are certain important factors that need to be considered:
1. Without customers there is no business income. The real person who pays your wages is your customer not your boss.
2. Satisfied customers mean less time and finance contributed to conflict resolution and added value through production and increases in the profit margin. More money for bonuses.
3. Dissatisfied customers result in bloated personnel budgets to resolve customer product or service concerns. Business may not survive.
4. Automated and impersonal customer service removes the “personal touch” many businesses were built on and continue to thrive on today. People want to be heard, do what you can to make sure your customers are heard.
5. Statistics reflect that “word of mouth” is still the best form of advertising. Guess who does this kind of promotion for you? Your Satisfied Customers.
The next post will go into a detailed explanation of each of the points above.
Until then read this post on how Islam is spreading so fast, When you read it, you will realize how important Customer Service is in spreading Islam.