All About Selling >> Client Relationships >> Poll: What has happened to "NICE"?
Poll: What has happened to "NICE"?
Poll: Many businesses say they offer "great Customer Service" and spend a fortune ensuring it happens, or hoping it does! How do you feel about customer service today?
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Posted 2 months ago In the "discussion" choices alloted, I selected client relationships, however I believe there are better choices, they're just not available at this time, We all hear customer service stories, and most of us know that bad news travels much faster than good. What do you think is bringing this change about, or do you think great customer service is still there? What do you do to provide great CS for your company? What do you think could be causing changes, whether positive or negative, in one of the most important benefits we can offer customers, if it is indeed happening? How do you feel about customer service? MAKE it a Fantastic Day!
"What the mind can conceive and believe, it can achieve."
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| Posted 2 months ago hmmm I wonder if really there are changes. I do not have proof however I think today the client has greater accessibility to companies. Phone,internet email,snail mail. in the past they would run down to the local store to complain.Now someone in New York is purchasing a product from a company in california via the phone or internet. The market place has expanded,population has exploded. More sales opportunities that have increased the number of disasters. I think in most cases 2-5% failure rate is accepted in the business world with customer dissatisfaction with the norm 2%. 2% of 100 is 2. 2% of a million same percentage but more people. When we have a client with a concern we try to take care of it quickly and come to a mutual decision that can satisfy all parties. You cannot win them all. The time is now to grow and learn as much as possible. Take action and responsibility for your actions
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| Posted 2 months ago it sucks. My wife and I were in Tucson at a trade show and went to the hilton for lunch the first day and everything was perfect as expected... the second day, we went back and i ordered coffee with my meal and the waitress brings out a big giant 36 ounce styrophome cut full to the top and a couple of packets of creamer... I almost fell off the chair! what in the hell??? is the hilton trying to compete with 7-11? what is this?
Oh, she says, I thought you would want a refill so i brougt a big cup to save time...
I say well, can you bring me a cup and a pitcher of real cream?
she returns with the cup and pitcher of cream, pours the coffee from the stryophomoe cup into the cup leaves it on the table... Their should be a board dedicated to salesmen-customer horror stories!
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| Posted 2 months ago Real C/S is gone...... a thing of the past. And thats sad! When combining 'ALL' industries fron 7-11 to the Hilton., people forgot to say "Thank you" or "May I help you" Why? Either their 30-40 yr old parents didn't teach them manners or, they feel it's not their company so who cares. I believe strongly in the Poratio principle. So it's just a plain matter fo FACT that 80% of employess do not give the RIGHT C/S (I didn't say no c/s) and 20% do. Try your own poll tomorrow and you be the judge. See how many people say "thanks and appreciate your business" when you pay for something and how many do not. It will be an unscientific poll but it will be fun to discuss tomorrow evening.
I do have the facts on why people stop coming to a business. LIVE- LOCAL UPDATES AT 11 |
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| Posted 2 months ago Customer service is a constantly evolving process. What is your reps skill set (new or experienced)? Does your rep look to excell in the job or are they just looking to put in their time with no ambition Does the rep know how to handle the call and keep it from escalating? Training... training... training...
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| Posted 2 months ago How do you define "nice"? Does "nice" mean you have to cave in to the demans of the customer? Is it bowing down to doing things you feel are unethical to get the deal? Has "nice" disappeared because of the new generation of sales people? Is it the lack of finess? I define "nice" being all about having manners and respecting the others wants and needs in a practical and efficient format. Like when you thank the customer. You can't always expect to get something back when you give. Kinda like voluteering don't you think? |
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| Posted 2 months ago Good question Lori. Sometimes the client asks for too much when they agreed on what they received. It pays to deal locally with small stores that the owners live in the same town. Where the people see each other on Sunday morning in church and at the diners.It seemed that more companies were held accountable when they were owned locally.When a board of directors make decisions and they are across the country it is hard to be held accountable for their actions. The time is now to grow and learn as much as possible. Take action and responsibility for your actions
Join me at http://twitter.com/rich34232
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| Posted about 1 month ago I have seen a lot of people walk away from situations like this. This should bring a good feeling to your day. If only we ALL were so 'nice & helful to each other! http://www.youtube.com/watch?v=ofpYRITtLSg This is definatley worth passing on to all of your friends & family. |
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| Posted about 1 month ago I am the embodiment of N.I.C.E heheehehe |
