The Learning Cafe

The Learning Cafe | April 2014

  • Posted by learningwavenz
  • On April 28, 2014

When a supplier goes the extra mile and provides great customer service it’s a feel good moment. However, when they drop the ball in the customer service arena, it’s often a blood boiling moment.

Most customers are well versed in how to respond to poor levels of customer service … raised voices, threats, anger, escalation of the situation to higher levels of management, taking their business elsewhere AND telling their colleagues and friends. With the power of social media, that poor service story can go viral … and fast.

We remember a CEO we met several years ago whose mantra to his people was ‘Every time you are interacting with one of our customers you’re either building or destroying our brand.”

What he did was empower all of his customer-facing staff to make the decisions that would send their customers away as raving fans. Even when there had been blood boiling moments, his staff had the skills and discretion to turn complaining customers around.

How easy it is for your customer-facing staff to build stronger brand equity by delighting your customers?

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The Learning Wave – a New Zealand leadership development organisation providing management education and training.

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