Accountability 101: Building a Foundation for Success
Sheryl Chief Experience Officer, LBBP, CTC, CMS, CKF, NLP
Customer Service/Communications Expert, Award-winning International Speaker, Corporate Trainer, International Best-Selling Author, Entrepreneur Magazine, Master the SALE Academy, TV/ Podcast Host
I recently had an experience with a business in their customer support department. Now those of you that have read my posts or articles know that I'm all about the customer experience and expectations.
We know customers today have high expectations. But is it a high expectation to expect a level of accountability?
Here's what happened to me. I reached out to this company for assistance with my account. I provided the credentials to ensure it was my account, ie phone number, SS#, and address?so she had all of my contact information. Now you know that line that says in case we get disconnected I have your phone number.
The representative and I were having a discussion and I noticed my phone no longer had?the call up. It just disappeared. I'm not sure if it was on my end or on the business end.?
Nonetheless, my internal dialogue said she?will call back because we were in the middle of a sentence and she has my phone number (in case we get disconnected). So I waited...and I waited...nothing.
You might?ask why didn't I call back? Because, as with every customer?in the world, no one wants to repeat their entire story, AGAIN. And, we know that I would?not get that same rep when I called back.
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So the moral?of this story. As a representative you must be accountable. Why wouldn't she call back?
I have a few reasons...a lack of responsibility, refusal to go the extra mile, disinterested in helping a customer, lack of a service attitude or no formal customer?service training.
To every business that has heard this story before...Be accountable. Ensure your people are accountable. Understand that creating service sins can lead customers to your competitors.
To better manage customer relationships click here for Shery's saucy customer service tips.
I am always eager to train, coach and assist when it comes to providing exceptional customer service. Your customers are vital to the business you MUST provide exceptional service.
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