Two Customer Service Questions
by Patricia Fripp, CSP, CPAE
already aware, I hope, that each and every employee of your company is a
"customer service representative," no matter what the job description
says. Read this terrific customer-service story, and then consider the two
questions at the end.
ordered a child's learning laptop computer for my daughter Mallory for Christmas
through Amazon.com," says Susan Barnes, a payroll manager at MarchFIRST
Chicago. "Shortly after Christmas, we discovered that the laptop had a
contacted Amazon, and the customer service was amazing. The young man I
with, Brian, was incredible. They did not have any in stock, nor did anyone
because the laptop was a hot item.
offered to credit my credit card immediately and send me a postage-paid
container to return the damaged computer. I explained that this was all my
had asked Santa for, and she would be devastated if we just returned it. Brian
me the option of waiting to see if they would be able to get another one.
However, he warned that the distributor, VTech, predicted it could be three
months before a new
one would be available. For the sake of my daughter's happiness, I said I was
gave me a phone number where I could reach him and said I could change my
mind at anytime. In the meantime, he would contact me immediately if one became
days later, Brian e-mailed that he had located a new laptop for Mallory. It
be shipped within a few days, along with a postage-paid container to return the
damaged one. I was so surprised and impressed with Brian and his great
customer-care skills that
I e-mailed him, commending his great skills and asking that my e-mail be
his manager. Later, his manager confirmed my message. The moral of this story
There IS a Santa Claus!"
Do you motivate and empower your employees to provide top
customer service like this?
you pose this customer's problem as an interview question, asking
potential hires how they would handle it?
Patricia Fripp is an award winning speaker, speach
coach, author, and expert on customer service.
1-800 634 3035, http://www.fripp.com
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