Every once in a while a customer rattles my cage. Last week I received a call from Anthony, who proceeded to ream me out about not receiving updates on the status of his vehicle repair. Here I was, the "People and Communication Skills guy" and my customer is complaining about our follow through. I took care to not be perceived as making excuses, but in this case the insurance company involved does most of the communication with the customer. But Anthony's perception of his experience was poor customer service on my part. He had a military obligation to be at Fort Hood on Saturday, and needed his vehicle to make the journey. In spite of complications, we were able to complete the repairs and Anthony took delivery of his vehicle Friday afternoon. We had an opportunity to talk, and Anthony left a happy customer. But the experience highlighted an important element of customer service - keeping the customer informed, and do everything possible to give them reason to come back the next time and tell others about the good service they received at your facility.
Les
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