Thursday, July 19, 2012

Who’s Side Are You On?

How does your customer service process approach a problem? 

On the side of the customer, or your company? 

If you start on the side of your customer, you seek to quickly understand and appreciate the concern, put yourselves in their shoes, empathize with the impact on your customer, and empower your employees to do what’s necessary to make things right.

If you start on the side of the company, you defend your processes, systems, and employees.  You attempt to convince the customer that they are wrong to be concerned. You try to push the problem customer aside. You attempt to baffle or frustrate them with complex rules of engagement. You blame the system. You tell them you are sorry, but there is nothing you can do.

As consumers, we love the first, and hate the second. And, even in our enlightened, customer centric world, both approaches still abound. Look no further than the airlines for vivid examples of both.

If your business isn’t all you want it to be, take a hard look at who’s side you are on when the chips are down.

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