In customer service, sometimes there are problems that prevent us from doing something we really need to do. That might be providing sales assistance, resolving a dispute, or providing a timely response.
In the previous two posts I talked about an Internet marketer named Frank Haywood and his non response to many inquiries. It seems that he has had personnel problems and had to fire several employees involved in his customer support. At least that is what I have been told he said.
The problem is that a businesses problems are of no concern to the customers. Customers do not want to hear that they did not receive their products because someone left the company. All the customer cares about is getting their product and getting it quickly. Customers don’t care about your problems, they just want the situation resolved. In other words, just get it done.
Frank haywood also tried using this excuse for not providing a product even after 18 months had passed by. This appears to be rubbish! After all, how many people do you need to deliver a promised product after 18 months?
Customers don’t want excuses or reasons. They don’t wish to hear about your problems either. They just want what they are entitled to from you. If they can’t get it, they will go elsewhere. Plain and simple. It is one of the basic concepts in customer service.
It just appears that some people either just don’t get it or just don’t care.
So the next time you run into a problem in your business, don’t use it as an excuse. Your first line of attack is to minimize it’s effect on your customers. that needs to be done fast before your relationship with your customer is damaged beyond repiar or your credability ruined.
The Customer Service training Institute
Tags: Customer Service, Customer Service Training, Frank haywood, The Customer Service training Institute, UK