Are your first level contacts unable to help customers?
The number of times your customers or blog readers ask anyone at your business or blog to have someone else, besides you or your co-worker, interact with the customer or reader in question gives you a very good way to measure how your business or blog helps solve customer issues. The larger the number, the more problematic your business or blog solving plans and techniques may be. Problems may always happen on any blog or in any business. The trick is not to focus solely on keeping the number of problems to a minimum. The trick is to also keep the number of ways to solve customer problems and the level of satisfaction of customers after problems very high too.
One of the best ways to keep the level of satisfaction in customers high is to ensure that you minimize the number of times customers actually feel left behind by your blog or company. That will help ensure that customers having problem always feel they got the help they needed from interacting with anyone via your blog or company.
Eliminate the chances that make clients upset enough to ask for the manager
Customers wanting to speak to someone else in charge means that the business has somehow failed, at least in the mind of the customer, in terms of actually solving the issue of the customer through the proper official or common channels. The fewer amount of people a customer has to go through to get a solution, the more loyal your customers may be. That is the main reason a company like PG&E has long time satisfied customers, while Comcast does not. Calling PG&E results in an actual person with full power over your account to do everything you want on your account right over the phone, while calling Comcast results in you having to be transferred to different departments for billing, appointments, technical support and sales inquiries.
If customers are regularly asking you or someone else at your blog or business to let a supervisor or someone else handle the problem at hand, chances are your business is attracting problems that can be fixed when a customer uses a service. Eliminating the elements that cause customers to get dissatisfied with the first level of contact from your blog or company means that you simply have to give more power or emphasis to those first contacts. Learn from PG&E in this case.
Are your customers not happy with your current public channels?
Have you ever asked to see the manager for any business? Have your clients or blog readers asked to see a supervisor or a superior officer to resolve some problem? Do your customers get the help they need on their first contact with you? What do you think of the PG&E and Comcast example above?
Please share your opinions, experiences, tips or ask any questions in your comment below. Thank you for reading.
I want to speak to your manager!” shshsh……
to build a bully impression to a junior member right?
Yeah I have yelled out this phrase in restaurants so many times. When you don’t get what you were expecting as a customer, It leaves me to my wits end to deal with the situation and theres no other choice left than to call on the manager.
I think it also depends on your culture. Some cultures like to express themselves more than others. Then, maybe it also depends on age as you get older you expect them when you are younger
A simple survey question helps to sort out the difference between these two situations.
“How likely would you be to recommend [company X] to a friend or colleague?”
Using a scale that runs from 0 to 10, or ‘Not at all likely’ to ‘Extremely likely’ gets a powerful piece of data on the customer’s perception of your brand.
Using just one or two more questions to follow up and give the customer a chance to explain why he or she chose their particular rating will provide enormously valuable feedback in terms of finding and fixing systemic customer service issues such as the ability to find solutions noted above.
Andy Perkins
Intresting yet fun !!!
Actually it depends up on the first line customer service staff.If they unable to face any inquiry that time customer can call manager, I think.
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