Communicating with Customers

Just thought I would write down some quick tips for improving customer service in the hope that Internet service providers read it!

1. Speak to the customer about the complaint - not from a script but as a valued customer.
2. Ensure that you record all complaints...track and monitor. Action remedies to ensure that these complaints do not continue.
3. The board to take responsibility for customer service. Review the customer experience, reward great customer service. Make sure they are using the service, product etc from the customer side to check out the experience.
4. Give a 24 hour deadline for getting back to customers. If the level of complaints are too high then go back to step 2. The norm appears to be 72 hours and that is not good enough when you are a customer.
5. Develop customer service skills within the organization. Constantly train people - not to read a script but to create a relationship with the customer.
6. Ensure that customer service is owned by all the organization....not just the department. They can only succeed if the rest of the org deliver their promises.....
7. Check back with dissatisfied customers to ensure that the complaint has been resolved...

Not a definitive list more in relation to the previous post and my immediate thoughts on how AOL can get their act together....rant over!