Reasons why companies confuse me

....include

1. Why call them helplines - when they rarely help!
2. Why do you invest in shareholder relations but not employee relations?
3. Why do you tell me what I want to buy and not listen to what I want?
4. Why start a letter to me Dear Customer and say how valued I am - if I was that valued you would know my name!
5. Why have customer complaint departments - spend the money sorting out the issues instead.
6. Why do you not train front line people on their products that they are selling?
7. Why do you not realize I don't read direct mail? I just despair at the trees/energy that you have used in sending it.

OK, so you can tell I have had several bad consumer experiences this week! The leadership lesson is that, as you experience bad service or negative feelings Tthen take a second to think about your organization and use it to improve your internal or external service. They are great reminders!

Comments

[Leigh]

Good advice, I wish more companies would follow it, to fine tune their own customer service departments.

[Jeremy Middleton]

Yes you are absoluyley right Anna, It is very annoying when you go out of your way to see a product and the sales people in the store do not know what they are talking about.

When I was A retail Director I had 2 sayings on this subject

1. If you are unsure of what the customer is asking dont blagg it, ask another member of staff to help and watch and learn for later.

2. Never pass a customer by, pass a customer over.

The reasons why companies just mail out information willy nilly is because they have bad CRM ( Customer Relations Managment )

I have another saying

There are 2 types of EPOS

1. Companies who have good EPOS and use them badly
2. Bad EPOS which Companies think they are good

[Anna Farmery]

Can I also add an automated answer service that needs you to press 8 different keys only to be told that lines are busy suggest you call back later! Known as customer service.......

Thanks for the comments guys and girls!