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By Simone Janson (More) • Last updated on October 10.02.2024, XNUMX • First published on 17.12.2014/XNUMX/XNUMX • So far 7147 readers, 1135 social media shares Likes & Reviews (5 / 5) • Read & write comments
Germany is known as a service desert – I always notice that when I’m abroad. Good customer service does not have to cost more, it only requires one rethink - then would Companies far less customers upset.
On many a support hotline you have to do with real divas. That happened to me recently, as mine eMail-Server suddenly stopped working and I tried that Problem can be solved from the road with the help of a hotline.
For someone whose main means of communication eMails are a serious thing, but actually the problem was quite banal, it was about changing a setting, actually a matter of five minutes.
However, I was on the move and “on edge”, ie with very lame Internet fitted. And so I tried my luck with the hotline between other appointments. But one or the other Employees my tone didn't fit or he couldn't hear me because of the dead spots - and the game had to start over every time.
Companies burn a lot this way Money: You've already won the customers on the service hotline, you just have to keep them now. Instead, they annoy them with bad service and have to acquire new ones at great expense.
I do not want to lament the problem here. Through the incident, I have gained some insights, which could run better in the support case. Here is an overview:
Simone Janson is publisher, Consultant and one of the 10 most important German bloggers Blogger Relevance Index. She is also head of the Institute's job pictures Yourweb, with which she donates money for sustainable projects. According to ZEIT owns her trademarked blog Best of HR – Berufebilder.de® to the most important blogs for careers, professions and the world of work. More about her im Career. All texts by Simone Janson.
Hello Gerhard, that may apply to the typical outsourced service call centers, but they usually have no overview at all - the system is already the result of cost-cutting measures. In this case, the company had an internal hotline that wasn't that incompetent; Here, however, the technician problem came into play: the people already had a clue, but they were so caught up in their point of view that they failed to communicate the needs of the customer. In my opinion, a clever training course would help here and that costs too much for some companies. Ergo a question of costs or at the end, I agree with you, again a question of the underlying attitude.
All services related to “customer service” have already been priced in by the company: call center, service mechanic, second-level support and whatever they are called. Therefore, good or bad customer service is not a question of cost, but just a question of good or bad management.
Never give up hope and point to a book by 1997:
"The Hostile Society" by Minoru Tominaga.
Merry Christmas.
Thank you for the Encouraging Words. I will look at the book. Also nice holidays!
No divas in support. And please no divas in management either. It is a question of the attitude and culture of a company, whether customers are valued or are only perceived as a sales factor and at the end of the chain as a nuisance. And it is also a question of attitude whether the management is willing to invest in good support training - i.e. also appreciates its own employees and understands their role in the overall success of the company.
I have just learned how to make a company as bad as possible. And that is why I would like to point out here today my blog contribution, in which I deal with the topic of reputation.
Dear Mrs. Lemcke,
Thank you for the always good & well-founded comment. You are right, the reasons are, of course, deeper than ever, and I also know from said company that there is enormous cost pressure on the market - hence my example with the first mover: A good company would understand this opportunity. I took the liberty of correctly linking your contribution. Happy Holidays!
Checklist for good customer service: No support divas !: Germany is a service desert ... - Exciting contributionxlse5QAjIv #Profession # Education
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