Don't make your teams lie to customers because they don't know what else to do

I had a very interesting CX moment today with my Internet Provider as far as communication with customers is concerned. It has always been my opinion that treating customers like intelligent human beings is the way to go but alas apparently it is "the policy" that they need to monitor my connection for 24 hours and if the drop out happens again they will look at options. 

This is the 6th time I have called them about this exact problem in the last 12 months and the 10th time it has happened. So when I asked if the policy stated 7 or 11 times a customer needed to experience a problem before finding options to fix it I got a lot of backtracking and talking in circles. 

Give your teams some leeway to make decisions and solve problems and you won't lose customers that were loyal through a lot of problems. In fact, they usually become more loyal.

要查看或添加评论,请登录

Ben Shipley的更多文章

  • Business Lessons - Terminator 2

    Business Lessons - Terminator 2

    My first taste of a good cheesy action movie involving the acting legend Arnold Schwarzenegger was T2: Judgement Day. I…

    6 条评论
  • Best Books I Read In 2020

    Best Books I Read In 2020

    2020 was a big year and one of the driving factors for me was my own personal growth. During some difficult times, I…

    26 条评论
  • The Best Sales People are Self-Taught

    The Best Sales People are Self-Taught

    Back in 2003, on the mean streets of Melbourne, I got offered my first true Sales Job. I had arrived about 45 minutes…

    18 条评论
  • 3 Things To Improve Sales Results In 2020

    3 Things To Improve Sales Results In 2020

    I struggle with focus. I have always struggled with focus.

    2 条评论
  • Hans Gruber's guide to Management

    Hans Gruber's guide to Management

    If you don't like the Christmas Classic; Die Hard, you might be in the wrong place. If you love to bring in the Holiday…

  • My top 2 lessons for B2B Events Sponsorship

    My top 2 lessons for B2B Events Sponsorship

    I have been working in and around the B2B Events world for 10 years and in that time I have worked with Hundreds of…

    2 条评论
  • 6 Business Lessons from Star Wars Quotes

    6 Business Lessons from Star Wars Quotes

    1."You came in that thing? You're braver than I thought.

    4 条评论
  • Why your Sales Training isn't working?

    Why your Sales Training isn't working?

    If you have ever been a part of corporate Sales Training sessions or delivered them yourself, you know that it is not…

  • CX and my Local GP

    CX and my Local GP

    I recently experienced something I never thought I would..

    2 条评论
  • Are you thinking about 2018? Too late!

    Are you thinking about 2018? Too late!

    The speed at which businesses are able to transform and adapt will never be as slow as it is today again. I know that…

社区洞察

其他会员也浏览了