Happy customer

Opening

We as customers believe

• Customer is a king
• Customer comes first
• Customer is always right

Many, but not all, companies remember this.

Outline

I am going to give two opposite examples of customer treatment.

Next I want to focus on things that are important to make customer happy.

First example is a "phone call to customer service"

I had problems with the service and I called customer service for assistance.

I was welcomed first by IVR system and after one minute of pressing keys I was given a message that my call was important and next I was listening and paying to the music for about 30 minutes before conversation started. The customer service representative could not solve my problem, did not know what they offer and was not nice. I asked for his name and this resulted in disconnection.

I did not have a feeling I was a King.

Second example is a "car service"

I have scheduled visit in the service to make technical inspection of my car.

The day before the visit I got text message not to miss it. After the arrival I was promptly served at the reception desk. The personnel asked if I want to wait or maybe they should call a taxi for me. They also offered me a coffee. I could read newspapers waiting for my car.

After my car was ready I was informed what was done and what should I care about in the future and how they can help me.

Before giving me a bill, they noticed that  I am permanent client and I will get discount. My car was cleaned without extra payment. The next day I received a phone call with the question if everything was OK. Of course, it was.

This time I was a King.

Total quality of the service

Based on this good example we can formulate total quality of the service that makes customer happy.

It consist of three elements that service provider should give:

1. Personalised treatment
2. Know how

3. Looking to the future

1. Personalised treatment

They (service provider) know or learn fast what I want and offer me a product that I need.

This means they collect information about me. And I accept it as soon as this is done in order to make my life simpler and no other reason.

If the insurance agent keeps my record and makes a phone call one week before my insurance finishes I am thankful that I have a solution ready.

2. Know how

They have a product or service that works. They respond timely. They solve my problems at the first contact.

They have a process in place. They have trained people to be able to handle customers well.

If there is a problem on their side they say "sorry".

3. Looking to the future

They try not to hide mistake and do not ask the question: "Will the client noticed it?". They treat me as potentially returning customer. They know that keeping current customers is easier than getting new ones.

They look for new products and services I may need. Simply, they look into the future as I do.

Closing

We are often on both sides of the river. Sometimes we are customers but sometimes service providers. By making them happy we make us happy as well. This however will take time.

Do you agree? Leave a comment.