Anthony moved up to Level 5
and
Vince moved up to Level 4.
Everyone else has to catch up... after all this is the best team on the floor.
How does one move up?
Just thought I should share this with all of you. When we feel like screaming at a customer or just talking to anyone on the phone, it is good to remember these things. Karla Maquiling updates this blog.
The following was taken from the Branders.blog http://blog.branders.com/?p=894
"Answer calls and e-mails promptly. We all hate it when we call a hotline and nobody answers, or e-mail and get no reply. If you must put an e-mail address in your Website or newsletters, make sure it’s a monitored account. Nothing is more exasperating to a customer than not to hear about a complaint or a request.
Deliver on your guarantees. We all hate it when people make promises and don’t keep it, don’t we? Similarly, if you make a promise to customer, keep your word. If you say you will match the lowest price, make sure you do. If you promise a refund, then do so promptly.
Address complaints. One of best relationship advice I know is not to let the day pass without patching up. In the same way, act promptly on a complaint, make amends, and apologize if you are in the wrong. Keep the lesson. Make sure similar incidents don’t happen again.
"Answer calls and e-mails promptly. We all hate it when we call a hotline and nobody answers, or e-mail and get no reply. If you must put an e-mail address in your Website or newsletters, make sure it’s a monitored account. Nothing is more exasperating to a customer than not to hear about a complaint or a request.
Deliver on your guarantees. We all hate it when people make promises and don’t keep it, don’t we? Similarly, if you make a promise to customer, keep your word. If you say you will match the lowest price, make sure you do. If you promise a refund, then do so promptly.
Address complaints. One of best relationship advice I know is not to let the day pass without patching up. In the same way, act promptly on a complaint, make amends, and apologize if you are in the wrong. Keep the lesson. Make sure similar incidents don’t happen again.
Always be courteous in calls and business correspondence. The last thing an irate customer wants is to be talking to someone on the other end who is rude or doesn’t seem to be listening. The way your people answer your phone is a reflection of your business.
Go out of your way to do something good for your customer even if you don’t get an order. I remember during a business trip abroad, I discovered the magnetic strip on my credit card wasn’t working, and I needed to use the card for checking in at a hotel. While my bank wasn’t able to replace it immediately, as I was on the road, someone from the bank made sure to call the hotel and ask that they charge the bill on my account even though the card wasn’t working. You can say I was a loyal customer from then on."
Go out of your way to do something good for your customer even if you don’t get an order. I remember during a business trip abroad, I discovered the magnetic strip on my credit card wasn’t working, and I needed to use the card for checking in at a hotel. While my bank wasn’t able to replace it immediately, as I was on the road, someone from the bank made sure to call the hotel and ask that they charge the bill on my account even though the card wasn’t working. You can say I was a loyal customer from then on."
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