Delight our customers total recovery = = quality of customer service
June 15th 2010 Posted at hotel business cards
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Douglas, an elected delegate to the Democratic National Convention in the United States, had the Handspring Visor personal digital assistant (PDA) on the stone floor lobby of its downtown.
The outer casing of the PDA was posted in a corner, but the software and the system continues to work. He called for a replacement acquire Handspring.
"Do nothing," said Handspring customer service. They insisted that he needed a completely new Visor.
"NoWay, "said Douglas." Why should I buy a new visor, cost hundreds of dollars to replace a piece of plastic to the value of a dollar or two at most? "
"Oh no," he assured the representatives. "The new Visor does not cost a cent. Your goal now is still under warranty.
Certificate of commitment to quality customer service, has promised to representatives of a new ship immediately Visor him, and then said that Douglas was the old drive back in the same boatbox. He apologized that the deadline for delivery the next day had passed, the new PDA is scheduled to arrive in two days instead. Speaking of outstanding quality customer service!
Two days later, as promised, little package arrived for a Hotel in Douglas. Inside was a new Visor – with complete instructions on how to transfer data from old to new Visor, and talk of a pre-addressed courier delivery service quality of the client.
AllDouglas had to do was to transmit its data, set the old Visor battered box with the lid, apply the pre-printed labels and then call the toll free telephone number to arrange an immediate withdrawal courier. Handspring thought of everything to ensure quality.
Douglas is clear and expressive of his feelings: "It 's been really wonderful service. I am delightful to be defined as something completely beyond the expected, something that brings joy to the customer. And I certainly got here.give a big hand of applause to Handspring! "
Key Learning Point
If everything goes wrong, you have a golden opportunity to completely "wow" your customers. Do everything possible to resolve the problem quickly, generous and very convenient to show your customers quality service.
Handspring understands the value of a truly satisfied customer. Really?
Action Steps
What is a really satisfied customer pays the company for repeat sales, activeReferrals and positive word of mouth? Do your policies reflect this understanding? You must actively invest? Everything in your company? Increase customer service quality for the top and beyond.
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