Блоги: заметки с тегом client-care

Opt-out from call recording

Robert — Tue, 04 Aug 2020 00:43:15 +0500

I called Swiss Air today. Instead of the usual “we record your call to improve our services” I was asked about whether I want my call recorded.

This is what good customer service is all about.

Discounts are not gifts

Robert — Sat, 14 Dec 2019 22:31:30 +0500

Robert:

Every birthday I get reminded about how many companies have collected my information.

Besides sending me distracting and soulless messages, they give discounts for their products. Some happen to call them gifts. Discounts are not gifts!

A gift is actually something, physical or not. A discount is a possibility to get that something easier.

Imagine if a friend gave you a coupon as a present. Not a gift card, but a coupon. How would you feel?

Seriously, a conditionless free cup of tea is better than a discount “as a gift”, especially knowing that most customers aren’t abusers and will probably buy something else.

Autorenewals and commonsense

Robert — Sat, 05 Oct 2019 15:17:24 +0500

Robert:

This came in the mail today:

Your WhoisGuard subscription listed below is expiring soon.
Act fast and renew WhoisGuard today to keep contact information attached to your domain hidden in public Whois.
It’s FREE to renew, so make sure that your privacy remains protected.

This is an example of bad design. If it’s free to renew, why don’t I have WhoisGuard set until hell freezes over?

Summary of “Exceptional service, exceptional profit”

Robert — Tue, 21 Aug 2018 16:49:00 +0500

Robert:

A customer is worth his lifetime.

Lead people to the place they’re looking for, don‘t just give directions.

Reset customer expectations you can’t meet, even if they seem obvious.

Adjust your service to fit the customer best, but without intrusion into privacy.

Note at least five things unique about the customer, whether preferences or complaints.

When there’s a problem, apologise, review the complaint with the customer, fix and follow up, document the problem in detail to make sure it never happens again.

Make processes as efficient as possible.

Keep the hiring bar high: a bad employee may cause others to quit.

The speed of a group is the slowest one’s.

Make everything feel seamless: if there’s a problem you know you can solve, it should seem like it never happened.

Make the customer feel special.

Use the Italian mama method: even if your customer does something wrong, cheer them up and make them feel no less welcome.