WK 17 - THE CUSTOMER RULES!
Two great chapters for this week's read:
Rule #32 - Don't Give Responsibility Without The Authority
Rule #33 - Never, Ever Argue With a Customer
On page 149, Cockerell writes, "Research clearly shows that it is not the problem itself that drives customers away, it's how poorly you resolve the problem and how slowly you resolve it".
Under Rule #33, Cockerall says that arguing with a customer is really about winning and losing. He goes on to say on page 153, "When the customer wins, it's really the company that has won." At the end of this chapter, he has tips for dealing angry customers.
What resonated the most for you when you read these two chapters?
What resonated the most with me is the fact that, as the author explains it, there is no "bad" customer. All customers pay for our services so the focus would be to make sure they receive top notch service by us, at all times.
One of the things I do with the new employees is a quality/excellent customer service training in their first few days with our company. In it, we talk about the ability for all front line associates to become a one-stop opportunity to resolve our customers problems. This will not only make our new team members stronger in their profession, it will make them more empathetic to our customers needs.
Both chapters but chapter 32 "specifically" made me think of our "Empowerment" value at Reliable Delivery. The "Empowerment" value is specifically geared towards our abilities as employees to satisfy the customers' expectations. A company that supports in doing what's best for the customer and that gives their employees the authority to back up promises is crucial in developing a great customer service environment.
Two great chapters this week, well last week, and they both put the customer first. "The Customer Rules" chapter offered insights into how an organization's structure impacts its customer satisfaction. Cockrell writes, "the more authority frontline employees have, the fewer times managers will have to be called away from their other duties". Empowerment is a part of the customer first culture. Customers are empowered to communicate their desires. Employees are empowered to meet those needs and wishes. Mangers are empowered to address other concerns because employees are empowered. While "the customer rules," it is for the good of the whole organization.