Customer Service at WNP
You Like Us…You Really Really Like Us!
J.L. Mitchell, Certified Lean Leader, Creative DirectorAs with any good relationship, communication is at the core. You’ve told us how you felt on the customer satisfaction survey and we are grateful for your candid response, whether positive or negative. Seth Godin stated it best, ” Just because there are no firestorms on the porch doesn’t mean you’re doing okay. More likely, there are relationships out there that need more investment, quiet customers who are unhappy but not making a big deal out of it. They’re worth a lot more than the angry ones.”
As with any good relationship, communication is at the core. You’ve told us how you felt on the customer satisfaction survey and we are grateful for your candid response, whether positive or negative. Seth Godin stated it best, ” Just because there are no firestorms on the porch doesn’t mean you’re doing okay. More likely, there are relationships out there that need more investment, quiet customers who are unhappy but not making a big deal out of it. They’re worth a lot more than the angry ones.”
How are things different?
We trend the information and analyze why we had a low percentage in satisfaction. We address these opportunities with sensitivity and tact. We follow the simple and effective process of root cause and corrective action that institutes the “5 Whys”.
How do we follow up with customers on the survey?
We want to hear from you directly and personally thank you for your honesty and chance to make our product and services better. We will contact you either by phone or email about your experience.
How do we educate and inform our employees on customer service?
First, customer service is not a department, it is an attitude. We are very lucky to have a customer service expert on board that has hosted many workshops in her career. Theresa, Account Executive and Corporate Trainer has a long history in customer service and has lectured at EASTEC on Managing the Lean Office for Great Customer Service. Theresa asked a small group of employees in the front office, “What skills are needed for great customer service?”. Below is the result of that question and great content on where to start a series of customer service workshops.
There are many resources online that Theresa trusts for excellent material, here are a few of her top choices:
www.CorporateTrainingMaterials.com
www.CSWeek.com
www.givemore.com
www.customerservicegroup.com
www.pritchettnet.com
Business Training Video on Listening Under Pressure – The Customer Service Challenge:
http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx
Here is a handy reminder that everyone at WNP was given to remember some simple rules in their relationship with both internal and external customers.
You’ve heard of 50 ways to leave your lover…we have 12 ways to keep your customer.
COURTESY
Treat everyone with kindness and respect, and remember to smile!
ENTHUSIASM
Greet customers cheerfully and stay upbeat throughout each interaction.
HELPFULNESS
Go the extra mile to find solutions and leave customers happy.
KNOWLEDGE
Become an expert on company policies, products, special offers, etc.
EFFICIENCY
Keep your work area organized and your resources handy.
PATIENCE
Be patient even when dealing with tough customers. Take a deep breath if needed.
RELIABILITY
Set an example by maintaining a great attendance record.
INTEGRITY
Let your good character shine in all you do.
COOPERATION
Do your part to help your team get along, and offer to lend a hand whenever possible.
EMPATHY
Connect with customers by showing you understand their feelings.
DEDICATION
Strive to do the best you can. Always aim for excellence.
The customer’s time is precious, as a small token we run a monthly raffle for customers who have taken our 9 question survey since January 2011. We use surveymonkey to help manage, gather, distribute, and analyze this data so that we will always offer great customer service.