Customer Admiration Responsibly Earned = True CARE

Many times we experience a situation at a store or counter which makes us think loud why did we ever come here ? You are at a service store or an Experience gallery and you have certain questions which are either dribbled through or avoided or delayed to answer ? How will you feel ? Now remember last time you went through foll questions and situation

? We don’t have it in stock , can you arrange local shop ? I will fit it. That is almost as same as genuine part only

? Advertised special offer is only for select products, not what you chose ?

? We are service associates , we can’t help so please call up the company for more details

? I don’t know about what happened last time, you will have to speak to that person. I am new and will try to correct this issue ?

? I know it can be corrected , but I advise you to replace not repair to finish things faster ?

? If you want, I will get this done on my own at lesser cost . Call me directly not the Company toll free number.

? Sorry my time is over , you will have to come later or after 2 days

-The store from which you bought the product is not reliable for extended warranty, buy from us . If you wish you can transact over this call itself , just keep the credit/debit card ready.

How does a customer get confidence & how does can some one trust over such behavior? These are not new and almost everyone of us at sometime in our life would have faced similar discussion. Yes off course, it ruins the Company's Service face and the relationship between the user and service provider . A dissatisfied customer goes back talking to many more till the time his/her problem exists or whenever he remembers the situation.

Now given this fact, what can companies and brands who are busy creating their “CD charter” [Customer Delight Charter] in tall tower boardrooms doing about it ?        

Heaps of presentations & research studies won’t really help solve this issue. It will require real on-ground, near-customer action something which is deep-from-heart passionate service focus to see that this is addressed at the problem stage itself or rather better, not allow that to happen at all. Proactive check and real time audit on frequent basis enables deep dive and living with a robust process which puts a mental guard on the system for everyone to see we just don’t err any time , anywhere.

Knowing and assessing isn’t enough , conscious effort to resolve requires through behavioral training of all the frontline executives at the counter or on the field with customer is required . From being mere present in situation as an “attendant to the problem” to become a “problem solver and a friend” who advises with warm affection , care , mindset & attitude of helping the customer really benefit with the product, is ultimately required.

 The C-Sat score [ Customer Satisfaction score] has to only increase and qualitative discussion with customer can become actual input to be shared with next line of customers . Thus we engage , enable and really keep the interest in “us” alive first and the “product” later.

Close working breeds familiarity. This familiarity breeds respect & recognition which leads to admiration & grows later into advocacy . Once this stage is attained then we can say that overall there is a tangible success in service & care . At this stage the person becomes the trusted partner and always then receives a knock for any next purchase to be done , either by the customer himself or someone else in his circle. In short positive circle of Referral begins!

Let’s go back to basics of service and summarize the points:

? Proactive action bridges faster the gap between pain to pleasure

? Warm affectionate and caring behavior firsthand solves majority of problem and rest is minute technical which can be tacked easily, sometimes even later

? Empowering frontline sales persons or the technicians is key otherwise it’s fake masking the company is doing and its sheer waste of time

? Train well and check often the skill proficiency score. It’s natural for humans to err and forget unless we keep brushing this again to relearn & better the process. 

? Feed past success stories to experts providing service

Please do write back solutions & suggestions to help everyone implement, nothing but the best !